Custom Notifications

 
Author
Message
Former Community Manager
980
 
There's not a specific tag for it, but it could probably done with a specific customization, or an after save trigger that saves activities to one large text field, and then that text field can be inserted.

Michael
SysAider
2
 
Is there any way to pull what SysAid groups the request user or assigned user belong to?
Super SysAider
63
 
Hi guys, sorry to BUMP this but with the latest version we are running v14.3.12 b22 has anyone yet worked out how you escalation a request that is not assigned to any administrator, but is assigned to a change manager in a workflow tab using $Assigned_to_sub? eg. if a change manager sits on their action for a period of time it gets escalated. There is no option in the escalation rule to put the $Assigned_to_sub as the recipient of the escalation, nor their manager (you can only do submit user of the sr). Is this possible?
Former Community Manager
980
 
Hi Anthony,

The escalation rules aren't designed for the actions, but is there a reason why the change couldn't be assigned to the change manager? From a process perspective, the change manager is the person that's responsible for facilitating that change. This means that they'd be the escalation point for any action that's not being taken, not just their own. This also means that you could set the escalation rule to look for a specific status, such as "Awaiting pre-CAB approval" or "Awaiting Change Manager Approval," and if it sits at the status for a specified period of time, it notifies the manager of the assigned to field, which would be the change manager's manager.

Michael
Super SysAider
63
 
Only reason this would not work is this is a request workflow, not a change, the request itself does not have an administrator (aka process manager) assigned to it, and the Assigned_to_sub is a regular user who has permissions to be assigned actions in a workflow, not an admin. So we want to be able to notify the Assigned_to_Sub that they have an outstanding action item regularly, and the be able to escalate to their manager if they fail to action it in a timely manner. I am asking a bit much here? All that really needs to happen is to allow you to put $Assigned_to_sub as the recipient to the escalation and somehow identify their manager to notify them
Former Community Manager
980
 
Hi Anthony,

At this point, we don't have the available tag for the assigned to on the action item. To really make this work, the escalation rules would need to be expanded to include the action item entity. I agree that since it's a unit of work, having an escalation rule makes sense.

Michael
@@@
SysAider
1
 
Hi,

I would like to include SR details to simple notification, PDF attachment (the same way it is in the workflow notifications), is this possible?

Thanks for help.

Geraldine
SysAider
11
 
Joseph Zargari wrote: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.


This helped us at my institution. ${custList2} returned the custom label "Employee Walk-in" whereas ${sr.custList2} simply returned the number "4", which indicated the position of "Employee Walk-in" within a list of other options ("Student Walk-in", "Employee Call-in", etc.)
SysAider
10
 
Hi All,

I understand this post is quite old but we have recently adopted this system and I am creating a custom email notification but required 4 extra text fields.

I have added these text fields in 'Field Customization > Add new column'

The DB field name is sr_cust_priconema
But no matter what above method I use I cannot pull through the data entered into this field. I have attempted the following;

$resource.getString('sr_cust_priconema')
${sr_cust_priconema()}
$sr_cust_priconema()
#sr.getsr_cust_priconema()
$activity.getCust_priconema()

Is there something obvious I am missing?

I have a feeling even though sysaid tells me the db field name is sr_cust_priconema is actually stored as something like sr.cust_field48 or something along those lines, any assistance would be massively appreciated.
SysAid Community Manager Product Team
4492
 
Hi Sam,

For the new custom field, go to the Advanced tab and look at "CustomColumnXXsr" (with a number replacing XX), usually present on the second line. This should be the name you'll use.

Let me know if this resolves the problem.

Cheers,
Danny

This message was edited 1 time. Last update was at Jul. 08, 2015 07:35 AM

SysAider
2
 
Hi! Can I split the "${ActivitiesTable}" tag? Thank you.

SysAid Community Manager Product Team
4492
 
Fabricio.MDSystems wrote:Hi! Can I split the "${ActivitiesTable}" tag? Thank you.

Hi,

What do you mean by "splitting" the tag?

Cheers,
Danny
SysAider
2
 
Hi Danny.

For example: When I use the "${ActivitiesTable}" tag, I have a result like this:

MYDOMAIN\user , 16/07/15 14:30 - 16/07/15 14:45 , test , 00:15

I'd like to separate the information like this:

User : MYDOMAIN\user
Date : 16/07/15 14:30 - 16/07/15 14:45
Description : test
Duration: 00:15

Thank you.
SysAid Community Manager Product Team
4492
 
This is currently not possible, as the information is parsed as it is, in full. You can open a feature request for this functionality in our Feature Requests forum.

Cheers,
Danny
Super SysAider
61
 
Hi Fabricio.MDSystems, et al,

While it is not possible to change the ${ActivitiesTable} tag - you can manipulate the value it returns using Velocity (VTL) syntax.

We can split the text blob in to rows (activities) and then pull each field out for each activity.
A simple counter will help us with identifying which field we are parsing in each iteration.

The below code will achieve what you are after - note that the indentations are only on the VTL lines, this is just for readability, a condensed version for use in HTML notification is below:

Where there is a will, there is a way!
Cheers, Cael

Condensed HTML version