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Flexible options for Lingard URLs in PSA tickets

By default (at least in CW) when an actionable alert is sent to the PSA, it adds ROAR links in the public facing initial description.

We have clients with access to our CW, but do not give them access to Liongard which makes the LG hyperlinks that appear in tickets a very awkward conversations...


It would be great to have better flexibility over this by chosing which links to include, and whether they go in the body of the alert, or the comments.

Further to this, it could be configured and inherited at the different levels:

PSA integration (Default):

  • Include Roar Links in PSA tickets: yes/no

    • Alert Link: yes/no

    • Inspector Link: yes/no

  • Roar Links location: Body (Public)/Comments (internal)

Service Board level:

  • Inherit PSA integration settings: yes/no

  • Include Roar Links in PSA tickets: yes/no

    • Alert Link: yes/no

    • Inspector Link: yes/no

  • Roar Links location: Body (Public)/Comments (internal)

Actionable alert level

  • Inherit Service Board settings: yes/no (in

  • Include Roar Links in PSA tickets: yes/no

    • Alert Link: yes/no

    • Inspector Link: yes/no

  • Roar Links location: Body (Public)/Comments (internal)

  • Austin B [QuoStar]
  • Nov 18 2022
  • Needs Review
  • Attach files