Here you can edit your change and problem notifications. Following is a short explanation of the contents of each tab.
Here is the list of tags available for change and problem notifications. Unless specified otherwise, all tags refer to the main change or problem, and not to the action item that triggered the notification:
| $LinkToSubTab | Provides a link to access the action item that triggered the notification |
| $Assigned_to_sub | This is the user assigned to the action item that triggered the notification. This tag can be used in the Mail/SMS Recipients field. |
| $ProcessManager | This is the process manager for the change or problem. This tag can be used in the Mail/SMS Recipients field. |
| $RequestUser | This is the request user for the change or problem. This tag can be used in the Mail/SMS Recipients field. |
| $AdminGroup | This is the admin group for the action item that triggered the notification (and not the admin group for the entire change or problem). This tag can be used in the Mail/SMS Recipients field. |
| $Title | This is the title of the change or problem |
| $ModifyUser | This is the last user to modify the change or problem |
| $Computer | This is the name of the asset attached to the change or problem |
| $assetUpdateTime | This is the last time the asset attached to the SR sent an inventory update to SysAid |
| $assetCompany | This is the company of the asset attached to the change or problem |
| $ParentID | This is SR# of the parent service record. Will only display if the change or problem generating the notification is a child SR |
| $Category | This is the top level category of the change or problem |
| $SubCategory | This is the sub category of the change or problem |
| $ThirdLevelCategory | This is the third level category of the change or problem |
| $CloseTime | This is the time the change or problem was closed |
| $CustDate1 | Displays the contents of custom date field 1 |
| $CustDate2 | Displays the contents of custom date field 2 |
| $Description | This is the change or problem's description |
| $DueDate | This is the full due date of the change or problem, including hour |
| $DueDateOnly | This is the date the change or problem is due |
| $ID | This is the service record number for the change or problem |
| $LinkToSurvey | Displays a link to fill out your survey for the change or problem. Recommended for use in conjunction with an "if" statement (see below) and the $isClosedSR tag |
| $SubmitTime | Time the change or problem was submitted |
| $Notes | Displays the contents of the notes field |
| $Priority | Shows the priority of the change or problem |
| $Urgency | Shows the urgency of the change or problem |
| $Status | Shows the status of the change or problem |
| $SrSubType | This is the sub type of the change or problem |
| $Resolution | Displays the contents of the resolution field |
| $Solution | Displays the contents of the solution field |
| $SubmitUser | This is the user who submitted the change or problem |
| $AssignedGroup | This is the group the change or problem has been assigned to |
| $ModifyTime | This is the time the change or problem was last modified |
| $Location | Shows the contents of the location field |
| $LinkToSR | Includes a direct link to the change or problem. For administrators only |
| $Escalation | Shows whether or not a change or problem is escalated |
| $RequestUser | Shows the request user's username |
| $ReqUser | Shows the request user's first name and last name |
| $Company | Shows the request user's company |
| $OrganizationName | The name of your organization as it's entered under Preferences --> Account Defaults |
| $Phone | Shows the request user's phone number |
| $Cellphone | Shows the request user's cellular phone number |
| $SMS | Show the request user's text message number |
| $SelfServicePortalURL | Inserts a link to the SysAid Server which can be used by end users to log in to the End User Portal |
| $CompanyPhone | Shows the phone number of the request user's company |
| $CompanyAddress | Shows the first line of the address for the request user's company |
| $CompanyAddress2 | Shows the second line of the address for the request user's company |
| $AssignedTo | This is the process manager for the change or problem |
| $AssignedToFirstName | This is the first name of the process manager for the change or problem |
| $AssignedToLastName | This is the last name of the process manager for the change or problem |
| $ResponsibleAdmin | This is the change or problem's responsible admin |
| $ResponsibleAdminFirstName | This is the first name of the change or problem's responsible admin |
| $ResponsibleAdminLastName | This is the last name of the change or problem's responsible admin |
| $AccountTimeZone | Shows the default SysAid Server time zone |
| $ActivitiesNum | Displays the number of activities that have been logged on the SR |
| $ActivitiesTable | Displays the full contents of the activities table for the change or problem |
| $ActivitiesTotalMinutes | Displays the total time of all activities that have been logged on the SR |
| $custList1 | Shows the contents of custom list 1 for this change or problem |
| $custList2 | Shows the contents of custom list 2 for this change or problem |
| $OperatingTimesTable | Displays the list of operating times that apply to the current change or problem. Operating times are determined by SLA or by Company. If neither of these exists for the request user, then the default operating times are used. |
| $LinkToAttachments | Adds links to download any attachments attached to the change or problem |
| $Total_Active_Requests | Shows the total number of active SRs on the Service Desk |
| $Active_requests_for_assigned_admin | Shows the total number of active SRs on the Service Desk that are assigned to the same admin as this change or problem |
| |
| Special tags that can be used in the Mail Recipients field for an e-mail notification |
| $Assigned_to_sub | Sends the notification to whoever the action item is assigned to |
| $ProcessManager | Sends the notification to the process manager for the change or problem |
| $RequestUser | Sends the notification to the request user for the change or problem |
| $AdminGroup | Send the notification to all members of the admin group listed on the action item |
| |
| Boolean tags for use in "if" statements (please see "If" statements in your notifications for more information) |
| $IsNewSr | Returns "true" if this is the new SR notification or "false" if this is an SR modified notification. |
| $AfterHours | Returns "true" if the notification is sent while the Service Desk is closed, or "false"if the notification is sent while the Service Desk is open. Based upon operating times. |
| $isClosedSR | Returns "true" if SR is closed or "false" if SR is open. |
| |
| Special tags that grant access to SysAid Entities |
| $ci | This allows you to poll any field on the CI attached to the change or problem, except for list fields. Note that you must use a special syntax with this tag: $ci.getXXXX(). Replace getXXXX() with any any get method found in the CI table. Example to retrieve CI name: $ci.getCiName(). Note that this will not work for list fields, and that there must be a CI attached to the SR. The main CI used is for the entire change or problem and not for the action item that triggers the notification |
| $asset | This allows you to poll any field on the asset attached to the change or problem, except for list fields. Note that you must use a special syntax with this tag: $asset.getXXXX(). Replace getXXXX() with any any get method found in the computer table. Example to retrieve asset model: $asset.getSystemModel(). Note that this will not work for list fields, and that there must be an asset attached to the SR |
| $sr | This allows you to poll any field on the change or problem, except for list fields. Note that you must use a special syntax with this tag: ${sr.getXXXX()}. Replace getXXXX() with any any get method found in the service record table. Example to retrieve Followup Text: ${sr.getFollowupText()}. Note that this will not work for list fields. The fields polled are for the entire change or problem, and not for the action item that triggered the notification |
| $resource | This allows you to insert a key from the translation file into your notification. This allows for notifications in multiple languages. Please see Custom notifications in multiple languages for more information about using this tag |
![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif){kind=icon}
![[Up]](/Sysforums/templates/default/images/icon_up.gif){kind=icon}
