Variables in Automatic Text/Send Message

 
Author
Message
SysAider
2
 
Hi,

Complete noob here...

Can you use the same Variables in the Automatic Text templates as you can in the Automatic Notification emails?

We've got the HTML option turned on in our email integration settings, but variables like ${SubmitUser} don't seem to work.

We do a lot of our emails manually to give that personal touch, so this would be really handy
SysAid Wiz
307
 
Hi Alex,
everybody starts as noob to become pro

In the Manual Message the ${SubmitUser} tag insert as text will be not parsed as code but it will be reported as plaint text.
The solution we usually adopt is to create an Automatic Notification using this structure:



In this way Part 2 and 3 will be displayed in append to the manual massage that the admin will write in the "Send Message" form.
Doing so in Part 3 you will be able to use all $ tags to fill the mail with the service record details.

This message was edited 1 time. Last update was at Oct. 05, 2017 10:15 AM

SysAider
2
 
Hi Tomaso,

Thanks so much for coming back to me. Just so I'm clear,

1. Will this effect the email generated when "Send Message" is clicked on the Incident or Request General Details screen? That's the one I'm after.

2. Do you need to create a new Automatic Notification? I tried putting your suggestion into an existing notification (we've got one called "Email to End User regarding a Service Record" which contains all the notifications sent out based on ticket Status) but it seemed to have no effect.

3. In the Auto Notification mentioned above, all the IF statements have arguments eg:

Does the if statement you mention also require an argument?

Apologies for all the questions, but, like I said, noob!!
SysAid Wiz
307
 
Hi Alex,
1. Will this effect the email generated when "Send Message" is clicked on the Incident or Request General Details screen? That's the one I'm after.
Yes.

2. Do you need to create a new Automatic Notification? I tried putting your suggestion into an existing notification (we've got one called "Email to End User regarding a Service Record" which contains all the notifications sent out based on ticket Status) but it seemed to have no effect.
No, "Email to End User regarding a Service Record" is the right Automatic Notification for the end user.
Probably something went wrong.

3. In the Auto Notification mentioned above, all the IF statements have arguments eg:
#if( ${Status}=="Awaiting User Response" )"
Does the if statement you mention also require an argument?

Yes, of course.
This is what is wrote on the online help (great also for ex-noob as us)
Returns "true" when the admin manually sends the message and when the Include the Details of the Service Record check box is checked. Returns no value if the notification is sent automatically or if the Include the Details of the Service Record check box is unchecked.
Suggested use for this tag:

Hope this can be helpful.

Cheers!