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![[Post New]](/Sysforums/templates/default/images/icon_minipost_new.gif) 01/06/2012 20:00:25
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amyskitchen
Super SysAider
Joined: 11/09/2009
Messages: 88
Location: Petaluma, California
Offline
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We've set up a new SysAid server for another group in our company. I'm having an issue where outbound custom notifications (triggered on open and closed status) end up as a blank email for the end user.
I'm sure it's just a matter of syntax as the default notification works like a charm. Can someone please check my syntax on this?
#if(${isClosedSR}==true && ${LinkToSurvey} && ${LinkToSurvey}!="" )
Hello ${RequestUser},
This is to inform you that your recent Sales Support ticket has been closed. If you need further assistance on this item, please contact the admin assigned to this ticket (${AssignedToFirstName}).
********************************************
Ticket Details
Title: ${Title}
Date Opened: ${SubmitTime}
Due Date: ${DueDateOnly}
Category: ${SubCategory}
Subcategory: ${ThirdLevelCategory}
Sale Support Admin: ${AssignedToFirstName} ${AssignedToLastName}
Resolution:
${Resolution}
*******************************************
Sincerely,
The Amy's Sales Support Team
#else
${StatusNotification}
Hello ${RequestUser},
The Sales Support team has received your recent request regarding: ${Title}.
We will do our best to close this item on or before the due date below. If you do not see a due date below, please reply back to this email with one.
Please contact the admin assigned to this request directly with any additional information or questions.
-------------------------------------------
Ticket Detals:
Due Date: ${DueDateOnly}
Title: ${Title}
Sales Support Admin: ${AssignedToFirstName} ${AssignedToLastName}
Category: ${SubCategory}
Subcategory: ${ThirdLevelCategory}
------------------------------------------
Sincerely,
The Amy's Sales Support Team
#end
#if( ${LinkToAttachments} && ${LinkToAttachments}!="" )
Attachments: ${LinkToAttachments}
#end
#end
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14/06/2012 18:37:21
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amyskitchen
Super SysAider
Joined: 11/09/2009
Messages: 88
Location: Petaluma, California
Offline
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Bump? I could really use some help on this if someone can take a few and look?
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15/06/2012 00:47:06
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untricky
SysAider
Joined: 18/04/2012
Messages: 13
Offline
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I think you may have one too many #end statements.
Also check the sysaid log file, it will have an error message with the expression that is missing or has no corresponding start/finish.
I think it may even show which line has the missing part.
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15/06/2012 00:49:18
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untricky
SysAider
Joined: 18/04/2012
Messages: 13
Offline
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Something like:
ERROR com.ilient - Exception in ServiceRequestLogger: Encountered "</td></tr></table>\r\n<strong>Category:</strong> " at line 16, column 43.
Was expecting one of:
"}" ...
<DOT> ...
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18/06/2012 16:00:57
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sarah
SysAid CEO
Joined: 14/04/2008
Messages: 547
Offline
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Hello,
I think your if statement is not correct as you should refer to a status like you can see in my example:
(#if( ${Status}=="New"
I think your email come up empty because there is no reference to status.
#if(${isClosedSR}==true && ${LinkToSurvey} && ${LinkToSurvey}!="" )
Please change to
${LinkToSurvey} (#if( ${Status}=="close"
Also please make sure that every #if has an #end to close the statement.
If this doesn’t help please let me know what you wish to achieve I will be happy to help.
Thanks
Sarah
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20/06/2012 15:26:41
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amyskitchen
Super SysAider
Joined: 11/09/2009
Messages: 88
Location: Petaluma, California
Offline
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I have tried to clean this up somewhat, but we still get blank emails, what am I missing?
#if(${Status}=="Open")
Hello ${RequestUser},
The Sales Support team has received your recent request regarding: ${Title}.
We will do our best to close this item on or before the due date below. If you do not see a due date below, please reply back to this email with one.
Please contact the admin assigned to this request directly with any additional information or questions.
#elseif(${Status}=="Closed")
This is to inform you that your recent Sales Support ticket has been closed. If you need further assistance on this item, please contact the admin assigned to this ticket, (${AssignedToFirstName}).
#else
${StatusNotification}
#end
Title: ${Title}
Date Opened: ${SubmitTime}
Due Date: ${DueDateOnly}
Sales Support Admin: ${AssignedToFirstName} ${AssignedToLastName}
#if($Solution} && ${Solution}!="")
#end
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