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Forum Discussion
Active Dir Customer Login VS. "View Incident" button in email updates
Hi guys, here is an issue we are searching for a solution or workaround to. I have previously setup our users to login to the customer portal using their active directory credentials via an "IT Ticket" link on our intranet site. When they use this link a user/password window pops up, they enter AD creds, they log into the customer portal.
However, when we update our user's tickets, the email that is sent out includes a View Incident button which links our customers directly to the standard customer portal login page which does not allow AD logins.
This causes confusion for people as they don't understand why they were allowed to login to submit a ticket, but not to view its updates. It also generates additional, unnecessary tickets.
So is there a workaround that will allow us to do one of the following?
1.) Edit this "View Incident" link to point to the AD-synced portal login
2.) Configure our customer accounts to "auto-activate" once they login with AD credentials to then be able to login to the standard customer portal login page with those same credentials
3.) Disable to "View Incident" button
However, when we update our user's tickets, the email that is sent out includes a View Incident button which links our customers directly to the standard customer portal login page which does not allow AD logins.
This causes confusion for people as they don't understand why they were allowed to login to submit a ticket, but not to view its updates. It also generates additional, unnecessary tickets.
So is there a workaround that will allow us to do one of the following?
1.) Edit this "View Incident" link to point to the AD-synced portal login
2.) Configure our customer accounts to "auto-activate" once they login with AD credentials to then be able to login to the standard customer portal login page with those same credentials
3.) Disable to "View Incident" button
3 Replies
- We have the same problem, waiting for more control over customer facing emails.
- Just an FYI: the View Incident link works long as the customer is logged into the portal. This is what we tell our customers for now. But we do include the full discussion for Conversation history in customer facing emails so they can just respond via email; entire history accessible in email.
Customers only need to access the portal when creating a new Incident. - We face the same issue. It confuses customers. The hyperlink should be editable when AD self registration is enabled.
