Over the years, we have had many issues with the email features in Samanage ITSM and the many Cyber security tools out there that click on links that are meant for the end-user.
Typically if the email from Samanage ITSM tool includes HTML with links, our email protection systems will click those links and thus it looks like the user signed off or completed their task.
In order to resolve it temporarily, we've had to exclude Samanage emails from our email protection services. Not a great solution.
A better option would be for Samanage to include a confirmation step or button after a task is clicked to verify the user clicked it.
This would ensure the user clicking the Approve, Deny or Complete step truly meant to click that and it wasn't a 3rd party email protection click.
Please add this to your list of future enhancements.
