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Why can't clients print a ticket from their history view of tickets

We recently moved to 12.7.8 HF1 and now when clients look at their history of tickets and click on one, they lost the ability to print the details. Anyone heard of this one?

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pabely

I don't remember such functionality being in any version, was it with a right mouse click so via the browser rather than the WHD application?

AHMike

A little more background on this one, when the user looks at their history, and clicks on a ticket, it only opens in a small window on the right. It used to open as the ticket in a full window. They were then able to print just the ticket. It would be nice from the History screen to be able to just open one ticket and get out of history view. We've found that if you use the URL

https://helpdesk.domain.com/helpdesk/WebObjects/Helpdesk.woa/wa/TicketActions/view?ticket=41328

It opens just the ticket. Is there a way to get here from the history screen?

pabely

If you use the Option within Setup > General > Options > Show Icons for Referenceable URLs = Yes then a new option is available on the Client UI History screen (a little box with and arrow going north east) which is "Open ticket details in separate window", from this a new Tab is opened which should show you full Ticket detail.

AHMike

Awesome! That worked! Thanks for your help!

pabely

:-)

dastubbs

Awesome! Don't know how I missed that one!! THanks!!!