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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 16/06/2008 16:05:07
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WJVonAlt
SysAider
Joined: 16/06/2008
Messages: 1
Offline
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Greetings all!
I am fairly new to SysAid, about 1/2 way through the 30-day trial period, and ready to unleash the system upon my end users for two weeks of piloting before we make our purchase. So far, I love the features and functionality fo the system and can't believe what a steal it is at the quoted prices!
I have a question regarding customized e-mail alerts sent to end users - specifically when a SR is closed. I would like the e-mail notification stating the SR has been closed to include a issue solution and/or resolution. I suspect that the place to configure that is under Preferences --> Customize --> Customized Notifications (imagine that!), but am not quite certain how to proceed.
It appears that there is logic built into what goes into a message (e.g. "#if(${isClosedSR}==true") however, I've not been able to locate a list of all the "tags" that can be referenced that would help me include the issue resolution (e.g. something like "${Resolution}" ) nor am I aware of the proper syntax of these statements, etc.
Any assistance you can provide is greatly appreciated; thanks in advance!
--
Bill
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16/06/2008 16:46:05
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techguy
SysAid Mod
Joined: 11/06/2008
Messages: 1451
Location: England
Offline
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just go to section 8.1.3 tags of the sysaid user guide here:-
http://www.ilient.com/down/SysaidUserManual.pdf
it lists all the available tags.
${ActionNotification} Message to administrator, sensitive to action taken. For example, "You have been assigned to Service Request #100"
${StatusNotification} Message to submitter, sensitive to status/"assign to" change. For example: "Service Request #100 has been closed."
${Title} The title of the service request
${ModifyUser} The user who modified the service request
${Account} The account the service request exists in
${Computer} The computer the service request applies to
${Category} The category of the service request
${SubCategory} The subcategory of the service request
${AssignedTo} The administrator the service request is assigned to
${CloseTime} The time the service request was closed
${Description} The description of the Service Request
${DueDate} The date the service request is due
${ID} The ID number of the service request
${SubmitTime} The time the service request was submitted
${Notes} The notes written in a service request
${Priority} The priority of the service request
${Urgency} The urgency of the service request
${Status} The status of the service request
${RequestUser} The user who requested the service request
${Resolution} The resolution of a service request
${Solution} The solution of a service request
${SubmitUser} The user who submitted the service request
${ModifyTime} The time the service request was modified
${Location} The location the service request applies to
hope that helps you! and welcome to the sysaid community.
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Need help? Try the SysAid wiki first! - http://sites.google.com/site/sysaidwiki |
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17/06/2008 10:39:19
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Jonathan
SysAid Wiz
Joined: 17/06/2008
Messages: 326
Offline
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This is what we send it contains the solution hope this helps
You can find this in preferences - customize
customized notifications
Email body to user on SR
You need to change the servername:port to the names and port of your sysaid server
${StatusNotification}
#if( ${Solution} && ${Solution}!="" )
Solution: ${Solution}
#end
#if(${isClosedSR}==true && ${LinkToSurvey} && ${LinkToSurvey}!="" )
Please fill out this Survey: ${LinkToSurvey}
#end
Description: ${Description}
Assigned To: ${AssignedTo}
You can see the status of you call, add attachments, add notes or even close the call by following this link.
http://servername:port/EndUserSRView.jsp?id=${ID}&EndUserLink=YES
Many simple solution are available on the self help at http://servername:port/FAQ.jsp
#if( ${AfterHours} && ${AfterHours}!="" && ${IsNewSr}=="true")
#end"
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24/06/2008 12:12:39
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romei
SysAider
Joined: 24/06/2008
Messages: 8
Offline
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My problem is that it's sending the wrong notifications. It's sending the "email subject to end user regarding a service request"
How do I make it send the customized "email BODY to end user regarding a service request" that I created?
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05/10/2008 10:20:03
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elemist
Super SysAider
Joined: 31/07/2008
Messages: 51
Offline
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Sorry for dragging up an old thread, but didnt think my question warranted a new one.
Is it possible for me to send a link in the closed email which the end user can click and change the status to verified closed or open?
What we would like to do, is once a SR is completed to our satisfaction set it to complete. Apon being set to complete, an email would be sent to the end user stating that we beleive the SR to be finished, if you agree click here (which would then take them to a page and change the status to verified complete.
I've worked out that by using an escalation rule we can automatically change the status automatically after X period to verified closed.
Cheers,
Troy
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06/10/2008 03:16:07
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hello elemist ,
To send a link to the end user for his service request, please add the below syntax under "email body to end user regarding a service request:
http://SERVER-NAME ORT/EndUserSRView.jsp?id=${ID}&EndUserLink=YES
Please make sure you replace "server-name" and "port" with your server's address.
Then, please go to preferences > end user portal.
check the "Allow end user to close service request" checkbox, then choose the status to be "closed".
This will allow the users to click on that link, and be able to change the request status to "closed"
Best regards.
Haim
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Pushing IT forward |
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06/10/2008 03:26:57
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elemist
Super SysAider
Joined: 31/07/2008
Messages: 51
Offline
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Hi Haim,
Thanks for your answer, speedy as usual 
Your solution will work, however i was hoping there would be a way that the link could actually set the status to verified closed, without the end user having to tick a box and hit OK.
IE when the End user clicks on the link they are taken to a page that basically just says "Thankyou for verifying your service request #ID is closed. If you have any further problems please raise a new SR via the preferred methods." and then behind the scenes would change the status from closed to verified closed.
Cheers,
Troy
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06/10/2008 04:05:19
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hey Troy,
You are welcome to suggest your request as a feature request for SysAid, as this option is currently not available.
Best regards.
Haim
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Pushing IT forward |
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06/10/2008 04:20:56
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elemist
Super SysAider
Joined: 31/07/2008
Messages: 51
Offline
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Will do... Thanks Haim.
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09/01/2009 15:09:52
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Wileycoyot76
SysAider
Joined: 25/11/2008
Messages: 7
Offline
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Hello,
I may have just overlooked this in the post but I am looking to change the notification to say "adminusername has been assigned a service request #100" instead of "you have been assigned..."
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08/04/2009 11:24:22
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Brian Martin
Elite SysAider
Joined: 11/02/2009
Messages: 181
Location: Knoxville, TN
Offline
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Wiley,
I don't know if you found your answer yet, but that can be changed in the translation file under # notifications.
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- Brian Martin
Unofficial SysAid Wiki - Most common issues and their solutions can be found here.
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21/04/2009 11:30:10
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Wileycoyot76
SysAider
Joined: 25/11/2008
Messages: 7
Offline
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ok, I opened the translate file, went to the # notifications section. and changed
sr.notif.action.assigned=You have been assigned a Service Request #{0,number,#0}
to
sr.notif.action.assigned=${AssignedTo} has been assigned a Service Request #{0,number,#0}
Once I do this I am no longer getting notifications when a ticket has been assigned to a different user.
Any help would be greatly appreciated.
Thank you
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22/04/2009 09:52:54
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Haim
SysAider
Joined: 15/04/2008
Messages: 2449
Offline
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Hey Wileycoyot76,
Can you please try to assign a service request to another user, then open the ...\SysAidServer\root\WEB-INF\logs\sysaid.log and look at the bottom of the page and copy any error that seems relevant here.
if you can't find an error, please send the entire SysAid log to helpdesk@ilient.com with a short description of the issue so we can further investigate the issue.
Best regards.
Haim
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Pushing IT forward |
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21/05/2009 10:55:37
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DanDevoe
SysAider
Joined: 28/04/2009
Messages: 18
Offline
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Instead of changing it to
sr.notif.action.assigned=${AssignedTo} has been assigned a Service Request #{0,number,#0}
Change it to
sr.notif.action.assigned={1} has been assigned a Service Request #{0,number,#0}
This worked for us.
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25/09/2009 10:36:03
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andykeppel
Elite SysAider
Joined: 24/06/2009
Messages: 177
Location: Chanhassen, MN USA
Offline
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Really quick, does anybody know of a way to limit the amount of data displayed in notifications? Descriptions tend to be rather long and Notes get lost. Is there any way to tell the system to only display the first 300 characters of a description?
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Andrew Keppel
"if it's stupid but it works, it isn't stupid" |
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