Latest posts for the topic "Custom Notifications"

Custom Notifications

sivanm — GMT

Re:Custom Notifications

Joseph Zargari — GMT

I have some more variables that should be added to the documentation:

${DueDateOnly} – Shows the service request due date (date only)
${ReqUser.userName} - Shows the request user's user name.
${ReqUser.firstName} - Shows the request user's first name.
${ReqUser.lastName} - Shows the request user's last name.
${ReqUser.email} - Shows the request user's email address.
${ReqUser.phone} - Shows the request user's phone number.
${ReqUser.cellphone} - Shows the request user's cell phone number.
${ReqUser.notes} - Shows the request user's notes.
${ReqUser.sms} - Shows the request user's SMS number.
${ReqUser.location} - Shows the request user's location.
${ReqUser.building} - Shows the request user's building.
${ReqUser.floor} - Shows the request user's floor.
${ReqUser.cubic} - Shows the request user's cubic.
${ReqUser.carNumber} - Shows the request user's car number.
${ReqUser.custList1} - Shows the request user's cust list 1.
${ReqUser.custList2} - Shows the request user's cust list 2.
${ReqUser.custText1} - Shows the request user's cust text 1.
${ReqUser.custText2} - Shows the request user's cust text 2.
${ReqUser.custNotes} - Shows the request user's cust notes.
${ReqUser.custInt1} - Shows the request user's cust int 1.
${ReqUser.custInt2} - Shows the request user's cust int 2.
${ReqUser.department} - Shows the request user's department.
${ReqUser.custDate1} - Shows the request user's cust date 1.
${ReqUser.custDate2} - Shows the request user's cust date 2.
${ReqUser.userManagerName} - Shows the request user's manager name.
${OrganizationName} – Shows the organization name entered in Preferences > Account Defaults
${LinkToSurvey} - Creates links to fill in the satisfaction survey
${SelfServicePortalURL} – Creates a link to the SysAid server

Enjoy,
Joseph.

Re:Custom Notifications

Joseph Zargari — GMT

Just found a new one:
SR Custom Notes: ${sr.custNotes}

Re:Custom Notifications

Joseph Zargari — GMT

You can also use the following tags to get the custom list 1/2:
${custList1}
${custList2}

As opposed to ${sr.custList1} and ${sr.custList2}, which return the item key value, these will return the caption.

Re:Custom Notifications

Ori — GMT

The Asset variables that are shown in the above post doesn't work in version 7.5x and below. Here's you'll find a list of the correct variables:

Building: ${sr.getAsset().building}
Floor : ${sr.getAsset().floor}
Name: ${sr.getAsset().computerName}
UpdateTime: ${sr.getAsset().updateTime}
Ip-Address: ${sr.getAsset().ipAddress}
Asset : ${Computer}

Keep in mind, that this will work only if you have an asset associated with actual service request. You can add the following IF statement and show the below variables when the assets is indeed associated :
#if( ${sr.getAsset()} )
--enter your required variables here--
#end

Best Regards.

Re:Custom Notifications

calinutz — GMT

hello,

when i use either [b]Department: ${ReqUser.department}[/b] or [b]Location: ${ReqUser.location}[/b] instead of the text i get the coresponding Key of the value (i.e. 1, 2 ...)

how can i make it show the text instead of the Key Value ?!?

Thanks !

Re:Custom Notifications

calinutz — GMT

Anyone ... an idea !??!?!

Re:Custom Notifications

JaneFrasier — GMT

I have the same question. This is very important to us.

Re:Custom Notifications

Lisa — GMT

I want to populate the data captured in custom fields that had been created through Customize> Entities> Service Requests. How would that be done? Thanks for any insight.

Re:Custom Notifications - Body Text Blank!

Karush — GMT

I have successfully edited both the subject and body text of end user notifications to meet my needs.

However, body text comes up blank on the user's end. It is the same for all end users. The subject line is perfect; and the timing of e-mails is perfect.

Does anyone know how to resolve this issue of blank body text appearing?

Re:Custom Notifications

Inna — GMT

Karush,

Probably you have done some error in the customization please contact us Helpdesk@sysaid.com and we will be glad to assirt you with.

Re:Custom Notifications

Inna — GMT

Dear Lisa

Please see atachmnet.

Re:Custom Notifications

Timmothy Green — GMT

Is there anyway to test if the Request User is also an Administrator?

Our Director is an Administrator. He will sometimes e-mail in requests as will some others that are Administrators. We do not allow End Users to add Notes and we do not include the Notes in End User notifications. I would like to add a check in the the body of the End User notification so that if the Request User is also an Administrator the Notes will be included.

So far the only luck I've had is something like this:

#if (${RequestUser}=="Joe Yooser")
** BEGIN NOTES **
${Notes}
** END NOTES **
#end

This works for a single Administrator, however, I would have to add in a similar entry for each Administrator. Looking for something like ${IsAdmin}==true, but I haven't found anything that allows me to do that yet.

I see a column "administrator" in dbo.sysaid_usr which is set to "Y" if the user is an administrator. Unfortunately, #if(${ReqUser.administrator}=="Y") doesn't seem to work.

Re:Custom Notifications

5.7FSN — GMT

Any reason the ${Project} and ${Manager} tag don't work in emails regarding tasks? Or has sysaid changed them ?

Re:Custom Notifications

David Cohen — GMT

The list of tags has been updated as of 23 June 2011, and is now fully up-to-date. Please let me know if there are any questions about the new list of tags.

Re:Custom Notifications

Ori — GMT

Additional fields :
$sr.getCustText1() - Shows the contents of custom text 1 for this service request
$sr.getCustText2() - Shows the contents of custom text 2 for this service request

Re:Custom Notifications

AnthonyM — GMT

Hi SysAiders...love the product. We are well into our use of change management processes, flows and the like and would now like to be able to send custom notifications to users that are responsible for completing a task. By this I mean regardless of the workflow tab (analyze, implement etc) I need to know how to populate end user notifications with information from a specific subtask. ie. If I have 3 subtasks under the Implement tab in a workflow, all assigned to different change managers, then I want to be able to put the current change manager's name in an escalation notification should they sit on a request for more than 24 hours. Does anyone know the actual field of the currently assigned change manager in a subtask (not the currently assigned administrator in the linked SR)? While I am asking, is there a complete list of all the fields in sub tasks so we can pick and chose which ones we would like to include in a notification?

Let me know if you need any screen shots.

Cheers

Anthony (Melbourne)

Custom Notifications

AnthonyM — GMT

addition to this. I have inspected the element of the subtab for the assigned to and found it is called resp4_2, i also inspected the derby database and confirmed it. (tab number 4 (in this case Implement), 2nd subtab where the top is 0, 1 is the 1st subtab and 2 is the second). So question is how do you get this field, or any field from this subtab into a notification under "Service Desk">"Service Desk Notifications"?

Re:Custom Notifications

RyanArmstrong — GMT

I'm trying to add a style tag to the emails but the contents of the tag are populated with br tags, malforming the style.
Is there a way to prevent line breaks from being converted so we can use raw HTML content (css, scripts, etc) for the emails?

Re:Custom Notifications

RyanArmstrong — GMT

Also, it would be great if the SR 'Messages' table would exclude the contents of my style tags so that only the message body is shown; not my arbitrary css code.

In addition to this, is there a way to determine where in the body of the template a sent message will appear? Ie. When I send a message from the SR to an end user, I want the message to appear AFTER the CSS, greetings, ref numbers, etc and BEFORE the email footer.

Re:Custom Notifications

Oded M — GMT

[quote=AnthonyM]Hi SysAiders...love the product. We are well into our use of change management processes, flows and the like and would now like to be able to send custom notifications to users that are responsible for completing a task. By this I mean regardless of the workflow tab (analyze, implement etc) I need to know how to populate end user notifications with information from a specific subtask. ie. If I have 3 subtasks under the Implement tab in a workflow, all assigned to different change managers, then I want to be able to put the current change manager's name in an escalation notification should they sit on a request for more than 24 hours. Does anyone know the actual field of the currently assigned change manager in a subtask (not the currently assigned administrator in the linked SR)? While I am asking, is there a complete list of all the fields in sub tasks so we can pick and chose which ones we would like to include in a notification?

Let me know if you need any screen shots.

Cheers

Anthony (Melbourne)[/quote]

Try these : $Assigned_to_sub,$ProcessManager,$RequestUser,$AdminGroup

Regards,
Oded

Re:Custom Notifications

AnthonyM — GMT

Oded M

Thanks for that. $Assigned_to_sub did the trick. Another quick one, inside a subtab you have the ability to create custom notes fields. This is an extract of mine

subTab.cust_notes1=Change Requested By
subTab.cust_notes2=Change Description
subTab.cust_notes3=IT Manager Notes
subTab.cust_notes4=Manager Notes
subTab.cust_notes5=Admin Manager Notes
subTab.cust_notes6=Managing Director Notes
subTab.cust_notes7=Implementation Notes
subTab.cust_notes8=Reason for Expenditure
subTab.cust_notes9=Action item custom Notes 9
subTab.cust_notes10=Action item custom Notes 10

How do you populate a notification to an end user with the information from one of these notes fields? ie. notes7

Cheers

Anthony

Re:Custom Notifications

motc7 — GMT

How could I add to the bottom of every case that I could be reached on Twitter?

for example:

If you need immediate assistance, please contact us on Twitter @HelpDesk

Re:Custom Notifications

David Cohen — GMT

Hi AnthonyM,

A full list of tags available for change notifications can be found here.

motc7,

This is something that you could add to your signature. Go to Preferences --> My Settings and add this text to your e-mail signature. It will be added to any e-mail you send from SysAid.

Re:Custom Notifications

BigBadAds — GMT

Hi,

Is it possible to use HTML in the customised notifications screen to make the emails that go out to end users look more professional?

Thanks

Re:Custom Notifications

RyanArmstrong — GMT

Since 8.5 upgrade $ReqUser.getFirstName() no longer works....
How can I address my end users by their first name in a SR update email???

$firstName does not work...

Re:Custom Notifications

RyanArmstrong — GMT

In reply to @@@,

You can use HTML yes, but you need to strip the whitespace before saving it or SysAid will add
s to your code.

I have a HTML file template that I use (with embedded CSS). I run a macro from Notepad++ to remove all line breaks, tabs and double spaces before copying to the clipboard. I then past that into SysAid.

What a mess!

Custom Notifications

simental — GMT

Just as RyanArmstrong...

i am also experiencing problems with the HTML End User tags. I have a notification where i use the tags:

${ReqUser.firstName}
${ReqUser.lastName}

And they stopped to work immediately after we upgraded to version 8.5. The only end user tag that still works is the ${ReqUser} but the company administration does not like it because it includes the username before the end user's First and Last Name.

Did the tags change? What tags should I use from now on?

Re:Custom Notifications

holytoutant — GMT

Hi,

I am currently trying to add a custom field to my Service Request Notification. But it dosen't seem to work.

Here is my sysaid_text_en_US.utf8.properties with my two custom fields "contactinformation" and "grettingmessage":

Re:Custom Notifications

holytoutant — GMT

Nobody have any answers?

Re:Custom Notifications

LRW — GMT

We also have upgraded to 8.5 and first name label has broken.

Re:Custom Notifications

zehavit — GMT

Dear LRW,

Thank you for the post.

Kindly attach a screenshot and advice which label is broken so we can understand the situation better.

Thank you

Zehavit

Re:Custom Notifications

Ido Shomer — GMT

Dear holytoutant,

Thank you for this quote and sorry for the delayed response.

I am not sure from the screen shot you have attached which custom field you refer to, but bellow is a list of the service request cust values tags:
${sr.getCustText1()}
${sr.getCustText2()}
${sr.getCustList1()}
${sr.getCustList2()}
${sr.getCustDate1()}
${sr.getCustDate2()}
${sr.getCustInt1()}
${sr.getCustInt2()}
${sr.getCustNotes()}

Best Regards
Ido Shomer
SysAid Customer Relations

Re:Custom Notifications

rgreenwald — GMT

Does anyone know what the string might be for responsible admin phone number?