Question:
When users receive a full-page block message from a Secure Web Gateway scanner, is it possible for them to click a button on the page that will submit a helpdesk request to allow the page?
Answer:
Full page block messages are comprised of editable HTML code, and it is possible to embed FORM tags within them. This should be done with the Message Templates, rather than in the Block / Warn Messages. Message Templates can be edited at Policies -> End User Messages -> Message Template.
In order to provide the helpdesk with information about the blocked content (for example, Transaction IDs, etc.), it is useful to pass the block / warn message text as part of the form submission. The USER_NOTIF variable is replaced with this text at the time that the block page is generated. This variable can be included as the value of a form INPUT tag. In this scenario, USER_NOTIF must be enclosed in quotes. It is crucial to leave at least one space before or after USER_NOTIF (between USER_NOTIF and the quotes) in order for the SWG appliance to recognize this variable and replace it with the block / warn message.
For questions regarding the proper way to post web form data to a specific helpdesk system, please contact the helpdesk vendor.
Software Versions:
9.x