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WHD - HTML Links not going to ticket

Hello all!

I'm just curious if anyone else is having issues with the HTML emails that are sent out. I have users that when they click on the ticket number that either nothing happens or it goes to the My Tickets tab and doesn't open up the actual ticket.

Thanks!

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pabely

What release of WHD? When you say HTML emails are you saying this is only an issue when using the setting "Include Graphics In HTML E-Mail" within Setup > E-mail > Options > Outgoing Mail ?

MattP78

12.7.9 and no, we have that setting off by default, but have it enabled on the Tech level for certain tech. I only notice the HTML emails coming through for open tickets and escalated tickets. On those tickets, I can click on the ticket number and it goes directly to the ticket but most of my coworkers cannot, it goes to the My Tickets tab so I'm trying to figure out what I'm missing.

pabely

You are clicking on the hyperlink in the E-mail back to WHD?

MattP78

Yep, they are clicking on this.