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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 09/01/2009 01:10:27
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uniti
SysAider
Joined: 16/06/2008
Messages: 21
Offline
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I need to setup Sysaid to be able to e-mail scheduled reports to a Sysaid Admin but I don't want to enable Sysaid to send out automatic e-mails to our End-users, however I still want to be able to record e-mails for the End-users and sent out e-mails to them using Sysaid manually.
At the moment Sysaid has been setup without configuring the e-mail side of the application.
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12/01/2009 09:34:47
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Adam Racer
SysAid Customer Relations
Joined: 09/07/2008
Messages: 156
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For detailed instructions on how to integrate outgoing / incoming email in SysAid, please refer to page 171 of the SysAid User Manual which is available at http://www.ilient.com/down/SysaidUserManual.pdf
In order to disable email notifications to end users, please go to Preferences > Help Desk settings > General Settings and uncheck the following check-boxes:
Email notification to end user when
a) Status changes to
b) Add a link to a survey, which will be sent only with a close incident notification.
c) Assign to changes.
d) Notes are added.
In order to schedule reports in SysAid, please go to Manager Portal > Reports, select the desired report, and then choose the option:
Schedule; Start time
a) Rerun every
b) Send to
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13/01/2009 23:31:47
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uniti
SysAider
Joined: 16/06/2008
Messages: 21
Offline
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Thanks for the information, I now have e-mails working in Sysaid.
Now I want to be able to change the font used in the e-mails that Sysaid sends out. I have so far changed the e-mail type to text/html but still need to change the font type and size.
Also I would like to include extra items about my Service Requests but I don't have the commands for company, request user contact ph number, request date/time, admingroup, custom ints, custom lists and custom notes.
Also I need the commands not to include certain fields if they equal NULL i.e. "" or 0.
Another thing I would like to do is include an admingroup in the subject line of the following item in the Translation File that I have modified to:
sr.notif.action.assigned={1} has been assigned a Service Request #{0,number,integer}
So it says in the subject line now: John Smith has been assigned a Service Request #2,209
I want it to look like this:
sr.notif.action.assigned={1} Admin Group: {adminGroup goes here} has been assigned a Service Request #{0,number,integer}
So the subject line would read: John Smith Admin Group: Level 2 has been assigned a Service Request #2,209
This message was edited 3 times. Last update was at 14/01/2009 01:12:45
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15/01/2009 09:15:59
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hey there,
Below I answered your questions in red text.
Thanks for the information, I now have e-mails working in Sysaid.
Now I want to be able to change the font used in the e-mails that Sysaid sends out. I have so far changed the e-mail type to text/html but still need to change the font type and size.
to change the font/color or design of the notification after changing the mail sending method, you will need to use HTML tags to design the page
Also I would like to include extra items about my Service Requests but I don't have the commands for company, request user contact ph number, request date/time, admingroup, custom ints, custom lists and custom notes.
You can find the inforamtion on how to customize the end user portal, along with the full list of fields you can add to this form at: http://www.ilient.com/Sysforums/posts/list/251.page
Also I need the commands not to include certain fields if they equal NULL i.e. "" or 0.
I'm not sure i completely understand what you are looking to do, please tell us exactly what you would like to achieve.
Another thing I would like to do is include an admingroup in the subject line of the following item in the Translation File that I have modified to:
sr.notif.action.assigned={1} has been assigned a Service Request #{0,number,integer}
this can be done by changing the specific line in the translation file. please note this is highly un-recommended to change in SR number variable (#{0,number,integer}) syntax in any way.
So it says in the subject line now: John Smith has been assigned a Service Request #2,209
I want it to look like this:
sr.notif.action.assigned={1} Admin Group: {adminGroup goes here} has been assigned a Service Request #{0,number,integer}
So the subject line would read: John Smith Admin Group: Level 2 has been assigned a Service Request #2,209
This message was edited 2 times. Last update was at 15/01/2009 09:16:39
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Pushing IT forward |
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15/01/2009 17:07:53
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uniti
SysAider
Joined: 16/06/2008
Messages: 21
Offline
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Hey Haim, my responses to your to your repsonses are in bold:
Hey there,
Below I answered your questions in red text.
Thanks for the information, I now have e-mails working in Sysaid.
Now I want to be able to change the font used in the e-mails that Sysaid sends out. I have so far changed the e-mail type to text/html but still need to change the font type and size.
to change the font/color or design of the notification after changing the mail sending method, you will need to use HTML tags to design the page
I tried to add HTML tags to the e-mail template in Preferences->Customize->Customized Notifications but the tags don't work when the e-mail is displayed, I can see the tags if I view the source code of the HTML e-mail.
Also I would like to include extra items about my Service Requests but I don't have the commands for company, request user contact ph number, request date/time, admingroup, custom ints, custom lists and custom notes.
You can find the inforamtion on how to customize the end user portal, along with the full list of fields you can add to this form at: http://www.ilient.com/Sysforums/posts/list/251.page
I'm not refering to the End User Portal but refering to Preferences->Customize->Customized Notifications e-mail templates. Are the commands the same as those used in the End User Portal? So far I have:
${ActionNotification}
Title: ${Title}
Description: ${Description}
Category: ${Category} -> ${SubCategory} -> ${ThirdLevelCategory}
Assigned To: ${AssignedTo}
Priority: ${Priority}
Urgency: ${Urgency}
Status: ${Status}
Authorised User: ${RequestUser}
#if( ${Solution} && ${Solution}!="" )
Solution: ${Solution}
#end
#if( ${Notes} && ${Notes}!="" )
Notes: ${Notes}
#end
#if( ${LinkToAttachments} && ${LinkToAttachments}!="" )
Attachments: ${LinkToAttachments}
#end
Also I need the commands not to include certain fields if they equal NULL i.e. "" or 0.
I'm not sure i completely understand what you are looking to do, please tell us exactly what you would like to achieve.
I want to be able to turn off certain items in the Service Request e-mail template if there are certain values for the field. There is some code in the templates but I could not get mine to work, these ones work at the moment:
#if( ${Solution} && ${Solution}!="" )
Solution: ${Solution}
#end
#if( ${Notes} && ${Notes}!="" )
Notes: ${Notes}
#end
#if( ${LinkToAttachments} && ${LinkToAttachments}!="" )
Attachments: ${LinkToAttachments}
#end
Another thing I would like to do is include an admingroup in the subject line of the following item in the Translation File that I have modified to:
sr.notif.action.assigned={1} has been assigned a Service Request #{0,number,integer}
this can be done by changing the specific line in the translation file. please note this is highly un-recommended to change in SR number variable (#{0,number,integer}) syntax in any way.
I do not wish to change the SR number variable (#{0,number,integer}). I am saying that I have currently modified the Translation File to show the Assigned To person's name to show up in the Subject Line on e-mails sent to Admins who have had a SR assigned to them. I wish to modify this further to include an adminGroup but not to change the SR number variable. So what I need is a working command for the Translation File for AdminGroup for sr.notif.action.assigned. An explaination of this is below:
So it says in the subject line now: John Smith has been assigned a Service Request #2,209
I want it to look like this:
sr.notif.action.assigned={1} Admin Group: {adminGroup goes here} has been assigned a Service Request #{0,number,integer}
So the subject line would read: John Smith Admin Group: Level 2 has been assigned a Service Request #2,209
This message was edited 1 time. Last update was at 15/01/2009 17:09:10
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16/01/2009 08:08:10
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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Hey uniti.
1. Please provide us with a screenshot of the "content type" field under preferences > integration > email.
2. You can find the full list of variables for the notifications below:
$Title - Shows the service request title
$ModifyUser - Shows who was the last user to modify the service request
$Computer - Shows the computer that is associated with the service request
$ParentID - Shows the service request number of the parent request
$Category - Shows the service request category
$SubCategory - Shows the service request sub-category
$ThirdLevelCategory - Shows the service request third-level-category
$AssignedTo - Shows the full name of the assigned administrator
$CloseTime - Shows the time the service request got closed
$Description - Shows the service request description
$DueDate - Shows the service request due date
$ID - Shows the service request ID
$RequestUser - Shows the full name of the user who requested the service request
$SubmitTime - Shows when the service request got submitted
$Notes - Shows the service request notes
$Priority - Shows the service request priority
$Urgency - Shows the service request urgency
$Status - Shows the service request status
$Resolution - Shows the service request resolution
$Solution - Shows the service request solution
$SubmitUser - Shows the full name of the user who submitted the service request
$AssignedGroup - Shows the administrator group that is assigned to the service request
$ModifyTime - Shows the time the service request last changed
$Location - Shows the service request location
$LinkToSR - Creates a link to the service request - suitable for admins only
$Company - Shows the company name that is associated with the request user
$Phone - Shows the request user's telephone number
$Cellphone - Shows the request user's cellphone number
$SMS - Shows the request user's SMS number
$CompanyPhone - Shows the phone number that is set on the request user's company
$CompanyAddress - Shows the email address that is set on the request user's company
$sr.custText1 - Shows the service request custom text 1
$sr.custText2 - Shows the service request custom text 2
$sr.custInt1 - Shows the service request custom integer 1
$sr.custInt2 - Shows the service request custom integer 2
$custList1 - Shows the service request custom list 1
$custList2 - Shows the service request custom list 1
$LinkToAttachments - Creates links to download the files attached to the service request
3. Please tell me which kind of a condition you want to do and i will provide you the syntax.
4. I'm not sure it is currently possible to add variables to the translation file, I will need to check this with our development team and then i'll update my post.
Best regards.
Haim
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Pushing IT forward |
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19/01/2009 01:18:07
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uniti
SysAider
Joined: 16/06/2008
Messages: 21
Offline
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Haim wrote:Hey uniti.
1. Please provide us with a screenshot of the "content type" field under preferences > integration > email.
Encoding: windows-1252
Content type: text/html; charset=us-ascii
Haim wrote:2. You can find the full list of variables for the notifications below:
$Title - Shows the service request title
$ModifyUser - Shows who was the last user to modify the service request
$Computer - Shows the computer that is associated with the service request
$ParentID - Shows the service request number of the parent request
$Category - Shows the service request category
$SubCategory - Shows the service request sub-category
$ThirdLevelCategory - Shows the service request third-level-category
$AssignedTo - Shows the full name of the assigned administrator
$CloseTime - Shows the time the service request got closed
$Description - Shows the service request description
$DueDate - Shows the service request due date
$ID - Shows the service request ID
$RequestUser - Shows the full name of the user who requested the service request
$SubmitTime - Shows when the service request got submitted
$Notes - Shows the service request notes
$Priority - Shows the service request priority
$Urgency - Shows the service request urgency
$Status - Shows the service request status
$Resolution - Shows the service request resolution
$Solution - Shows the service request solution
$SubmitUser - Shows the full name of the user who submitted the service request
$AssignedGroup - Shows the administrator group that is assigned to the service request
$ModifyTime - Shows the time the service request last changed
$Location - Shows the service request location
$LinkToSR - Creates a link to the service request - suitable for admins only
$Company - Shows the company name that is associated with the request user
$Phone - Shows the request user's telephone number
$Cellphone - Shows the request user's cellphone number
$SMS - Shows the request user's SMS number
$CompanyPhone - Shows the phone number that is set on the request user's company
$CompanyAddress - Shows the email address that is set on the request user's company
$sr.custText1 - Shows the service request custom text 1
$sr.custText2 - Shows the service request custom text 2
$sr.custInt1 - Shows the service request custom integer 1
$sr.custInt2 - Shows the service request custom integer 2
$custList1 - Shows the service request custom list 1
$custList2 - Shows the service request custom list 1
$LinkToAttachments - Creates links to download the files attached to the service request
Thanks Haim, that list is awesome, is there a command for Custom Notes?
Haim wrote:3. Please tell me which kind of a condition you want to do and i will provide you the syntax.
I need a condition for if ${sr.custInt1} = 0 or is blank not to include it in my e-mail and the text that is on the same line as sr.custInt1
Haim wrote:4. I'm not sure it is currently possible to add variables to the translation file, I will need to check this with our development team and then i'll update my post.
No need now however might be some good follow up info for this post, i've been able to use the ${AssignedGroup} field in the Subject line by customising the e-mail template without having to edit the translation file. All I did in the Translation file was change the wording of the subject and added a {1} to put in the admin that the request was assigned.
Great stuff Haim.
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20/01/2009 05:14:19
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Adam Racer
SysAid Customer Relations
Joined: 09/07/2008
Messages: 156
Offline
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1. In order to address this issue, please go to Preferences > Integration > Email and enter the following values in the corresponding fields:
a) Encoding: utf-8
b) Content type: text/html; charset=utf-8
2. Unfortunately, it is not currently possible to insert the custom notes field on email notifications sent to administrators / end users. However, I will be happy to forward your feature request onto our product manager for further consideration.
3. In order to add this condition in your email notifications, please insert the following code:
#if( ${sr.custInt1} && ${sr.custInt1}!=0 )
DESIRED TEXT: ${sr.custInt1}
#end
4. Excellent solution 
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04/03/2009 00:51:41
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uniti
SysAider
Joined: 16/06/2008
Messages: 21
Offline
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I have another syntax for my e-mail message:
If ${AssignedGroup} equals the string none not to have a text line appear in the e-mail.
This the string: none
n o n e
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04/03/2009 01:03:37
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uniti
SysAider
Joined: 16/06/2008
Messages: 21
Offline
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I am now up to the stage of
record e-mails for the End-users and sent out e-mails to them using Sysaid manually.
I need first to be able to use the Send E-mail function in Sysaid to enter in a manual e-mail address rather than refer to an e-mail address recorded in the end user details so I can CC other staff, my manager and the rest of the world without using up my End User licenses.
Moving on from this I would like to be able to mark each user whether they receive e-mail notifications or not and still record their e-mails. I am not looking to remove e-mail addresses from users that will not receive notifications, we have clients that we still need to e-mail manually with Sysaid but do not require the auto updates as part of our service. Some clients also request that they don't recieve automated e-mails.
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04/03/2009 11:39:34
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Haim
SysAid Wiz
Joined: 15/04/2008
Messages: 2449
Offline
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uniti wrote:I am now up to the stage of
record e-mails for the End-users and sent out e-mails to them using Sysaid manually.
I need first to be able to use the Send E-mail function in Sysaid to enter in a manual e-mail address rather than refer to an e-mail address recorded in the end user details so I can CC other staff, my manager and the rest of the world without using up my End User licenses.
Moving on from this I would like to be able to mark each user whether they receive e-mail notifications or not and still record their e-mails. I am not looking to remove e-mail addresses from users that will not receive notifications, we have clients that we still need to e-mail manually with Sysaid but do not require the auto updates as part of our service. Some clients also request that they don't recieve automated e-mails.
Hey uniti,
SysAid can only send emails to email addresses which are associated with an end user, this is part of the benefits of having a registered (and licensed) user, as SysAid can receive service requests without having the need of a user license.
In the next release, SysAid version 6 which should be released in beta in the next few weeks, you will have the option to configure notifications based on the user.
Best regards.
Haim
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Pushing IT forward |
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04/03/2009 20:53:24
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uniti
SysAider
Joined: 16/06/2008
Messages: 21
Offline
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Please, Please, Please could Sysaid have the ability to send e-mails via a manual e-mail address?
We really love the History audit trail in the SRs and this would really benefit our operations.
So your saying that if I wanted to send you an e-mail from Sysaid I would have to purchase a end-user license, enter in your details and then post the user as CC to the e-mail, that is very poor service.
This message was edited 1 time. Last update was at 04/03/2009 21:48:37
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05/03/2009 08:15:13
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Adam Racer
SysAid Customer Relations
Joined: 09/07/2008
Messages: 156
Offline
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Due to licensing restrictions, we do not allow customers to send email messages to users outside of SysAid, as this will reduce the incentive to purchase end users.
If you would like to send email messages to an unlimited number of contacts (ie end users), then I would suggest that you check out SysAid CSS at http://www.sysaidcss.com/.
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05/03/2009 09:17:04
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1506
Location: England
Offline
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Suggestion to Saar: How about a fixed price bolt on to allow this functionality for those that require it? rather than having to completely change to CSS.
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Need help? Try the SysAid wiki first! - http://sites.google.com/site/sysaidwiki |
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05/03/2009 13:59:28
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Saar
SysAid CEO
Joined: 28/04/2008
Messages: 121
Offline
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Thank you all for the comments.
Let me try and briefly address the issue uniti is referring:
If the need is just to send emails from SysAid - this is something that we need to check and might be done using a special project.
You can contact our support for this and ask for time estimate.
If the need includes saving the history and the ability to see related service requests for the specific email (=user) then indeed a license is required since this is part of what user in SysAid is all about. It could be end user or supplier you would like to connect and save history or any other thing for that matter.
We offer various packages based on the amount of users needed and unlimited packages if we are talking about very large number of users.
Feel free to contact our sales for a tailored offer.
You can also PM me for any additional question or clarification.
This message was edited 2 times. Last update was at 05/03/2009 14:00:49
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