This article only applies to Squared Up Version 2.0. If you're looking for help with Squared Up Version 3.0, please visit our new knowledge base

With this setting you can turn the ticket field on a Squared Up Alert page into a link to a ticket on your particular online service desk or ticketing system. This is useful if you have a separate ticketing/service desk system that has a web interface.

Procedure

The ticket hyperlinking is controlled through an app setting in web.config.

1. Right click on c:\inetpub\wwwroot\SquaredUp\web.config and Edit with Notepad ++

2. Amend the following line using your service desk or ticketing system URL.  You may not need the id= depending on your particular service desk URLs.

{TicketId} is automatically replaced with the value of the ticket ID field in the Alert.

 

<appSettings>
 

    <add key="alert-ticket-url" value="http://servicedesk/id={TicketId}" />
 

    ...
 

</appSettings>

 

The web.config is an XML document, and so URLs stored in it must be appropriate encoded.
For example, If the ticket URL contains an & ampersand you will need to use the XML/HTML entity &amp; instead.
i.e. http://support.system.com/WorkOrder.do?woMode=viewWO&amp;woID={TicketId}
There is a good reference for all XML entities which replace symbols here: https://en.wikipedia.org/wiki/List_of_XML_and_HTML_character_entity_references

How to link an Alert to a ticket 

1.  From an Alert in Squared Up, click the 'Ticket' button:


2.  Enter the the ticket identifier/number (from your online service desk) and click Assign.

The ticket identifier/number button, at the top of the alert, will now link to your service desk system: