Custom Notifications

 
Author
Message
SysAid Community Manager Product Team
4490
 
Nice one, Cael! Didn't even realize this kind of manipulation is possible

Rav
SysAider
4
 
Hi all i have an issue,

I am trying to do the following notification however only closed is sending back an email to end user. the rest don't seem to be working, please can anyone tell me what i am doing wrong:

#if( ${Status}=="Closed" )
<br>We are closing this service request as you have now confirmed that this issue is resolved</br>
<br>The solution is as below:</br>
<br>${Solution}</br>
<br>If you feel that the ticket has not been resolved to your satisfaction, please reply to this notification with the #${ID} in the subject. Alternatively Call the IT Service Desk on 0207 481 7660.</br>
#end

#if( ${Status}=="Open" )
<br>Thank you for submitting your service request. The ticket number is #${ID}. Someone from the Service Desk is in the process of reviewing your request and will contact you shortly. If you want to check the status of your request or add notes or attachments please reply with #${ID} in the subject or alternatively call on 0207 481 7660</br>
<br>You Described your issue as:${Title}</br>
#end

#if( ${AfterHours} && ${AfterHours}==true && ${IsNewSr}==true)
<br>The Helpdesk is not active at the moment, your service record will be addressed during working hours.</br>
#end

#if( ${Status}=="In Progress" )
<br>${AssignedTo} is working on your ticket.</br>
<br>Reply with #${ID} in the subject to ask them for updates or call on 020 7481 7660</br>
#end
SysAid Community Manager Product Team
4490
 
Hi,

Please make sure the relevant statuses under "Email notification to end user when" in Settings > Help Desk > General are selected for the notifications to be dispatched.

Let me know if this works.

Cheers,
Danny
SysAider
10
 
@@@ wrote:Hi all i have an issue,

I am trying to do the following notification however only closed is sending back an email to end user. the rest don't seem to be working, please can anyone tell me what i am doing wrong:

I had a similar issue to yourself.

I created dynamic headers so depending what user/group is logging will change the notification they receive to include the company logo within the header.

I used #if "ENTER STATEMENT" and instead of finishing with end, continue but with #elseif "ENTER STATEMENT" and another #elseif "ENTER STATEMENT" but it has to end with #else #end

Should look something like:



The final else provides a generic header should the specified user has not been fouund

SysAider
24
 
Having some trouble with a simple HTML code and so called "support" is of no help, so posting here to see if I could obtain some insight as to what i might be doing wrong.

This generates a blank email body in my notifications. Wondering if something is wrong in my code but as specified I have used charset="utf-8" content="text/html" in my header as well.

SysAider
40
 
As of SysAid 14.4 there is a new Form Field "SR Source Email". It is the HTML of the Email that created a SR through Email Integration.

I cannot find the ${SRSourceEmail} in the list of tags in custom notifications.

It would be really cool and very professional looking if this tag like this existed.

Picture of the SR Source Email Field:
https://www.sysaid.com/Sysforums/posts/list/15/3081.page#54849

I tried the special tag ${sr.getXXXX()} getXXXX() is any get method in the API << I could not find a getSRSourceEmail in the API.

This message was edited 1 time. Last update was at Feb. 02, 2016 10:05 AM

SysAid Community Manager Product Team
4490
 
Hi Spastibus,

This is currently not possible. You can request this as a feature in the Feature Requests forum. Please define it in detail when submitting the topic.

Thanks,
Danny
SysAider
40
 
Here is a feature request for a ${SRSourceEmail} tag and a extension to the the SysAid API to include getSRSourceEmail method in the ApiServiceRequest class. Then it also be possible to use ${sr.getSRSourceEmail ()} in the customized notifications

Vote it up
https://www.sysaid.com/Sysforums/posts/list/14004.page
SysAider
24
 
Hi, could some one please advise me on how to retrieve the captions of a custom list field I created in my custom notifications?

${sr.getAddonFieldValue("CustomColumn33sr")} only returns the int value of the list item.

Please advise. Thanks in advance
SysAid Community Manager Product Team
4490
 
Hi Yasin,

Can you try testing ${sr.getAddonFieldCaption("CustomColumn33sr")} and seeing what happens?

Cheers,
Danny
SysAider
24
 
Hi Danny,

I tried that but all it does is return the "Caption" of the field, in this case what I need is the captions of the list field items.

Regards,
Yasin
SysAid Community Manager Product Team
4490
 
Hmmm yeah I remember encountering this before. Technically, the sr.get method can't be used to retrieve list item names, but I'll check with the Professional Services team it there's any method I'm not aware of. If you find anything in the meantime, do post

Cheers,
Danny
SysAid Community Manager Product Team
4490
 
Hi Yasin,

Please try something like this:
*Your DB Field Name as it appears under Settings > Fields Customization > Service Record.

Just tested this, and it should work Always nice to learn something new.

Let me know if it works for you!

Cheers,
Danny
SysAider
24
 
This Works! Thanks Danny!
SysAider
2
 
Hello!!

I want to know how the validation is done when the ticket is rejected

For Example:

#if(${Status} && ${Status}=="Rejected" )
<big><b>Solución:</b></big> ${Solution}
#end

Help me please