RFC Notification Edit

 
Author
Message
SysAid Product Manager
306
 

Settings

Service Desk

Workflow Notifications

Edit/Create New Notification

 

Here you can edit your change and problem notifications. Following is a short explanation of the contents of each tab.

 

General
When a notification is sent, choose whether SysAid sends an SMS, email, or opens a service record. You may choose any combination of the three.
Mail details
Send an email to the notification recipient. Use tags to customize the email by pulling information from the change request/problem the email is sent from. A full list of tags can be found below.

You may also check the box Attach to the email a PDF file which includes the change details to attach to the email a .pdf which contains details from all action items on a change request. This is useful for notifications that go to users who must approve a change request and must therefore be able to see complete details of the change.
Text message details
Send a text message notification to the mobile device of the recipient.
Service Record details
Open a new service record. The details of the new service record will be exactly as you fill them in on this tab.

 

 Edit a Change/Problem notification

 

Tags available for change and problem notifications

Here is the list of tags available for change and problem notifications. Unless specified otherwise, all tags refer to the main change or problem, and not to the action item that triggered the notification:

 

Tag ID Description
$Approve A link that the recipient can click to approve and complete the action item that triggered the notification.

Please note that end users who use this link are automatically logged in to SysAid. Admins must be logged in to perform an action via a link. If an admin is not logged in when they click the link, they are directed to the Login screen.
$Deny A link that the recipient can click to deny and complete the action item that triggered the notification.

Please note that end users who use this link are automatically logged in to SysAid. Admins must be logged in to perform an action via a link. If an admin is not logged in when they click the link, they are directed to the Login screen.
$Complete A link that the recipient can click to complete the action item that triggered the notification.

Please note that end users who use this link are automatically logged in to SysAid. Admins must be logged in to perform an action via a link. If an admin is not logged in when they click the link, they are directed to the Login screen.
$Reopen A link that the recipient can click reopen the action item that triggered the notification.

Please note that end users who use this link are automatically logged in to SysAid. Admins must be logged in to perform an action via a link. If an admin is not logged in when they click the link, they are directed to the Login screen.
$LinkToSubTab Provides a link to access the action item that triggered the notification

Please note that end users who use this link are automatically logged in to SysAid. Admins must be logged in to perform an action via a link. If an admin is not logged in when they click the link, they are directed to the Login screen.
$Approve-requires_login A link that the recipient can click to approve and complete the action item that triggered the notification.

If a user who clicks this link is not logged in to SysAid they are prompted to log in before the action is performed.
$Deny-requires_login

A link that the recipient can click to deny and complete the action item that triggered the notification.

 

If a user who clicks this link is not logged in to SysAid they are prompted to log in before the action is performed.

$Complete-requires_login

A link that the recipient can click to complete the action item that triggered the notification.

 

If a user who clicks this link is not logged in to SysAid they are prompted to log in before the action is performed.

$Reopen-requires_login

A link that the recipient can click reopen the action item that triggered the notification.

If a user who clicks this link is not logged in to SysAid they are prompted to log in before the action is performed.

$LinkToSubTab-requires_login

Provides a link to access the action item that triggered the notification.

 

If a user who clicks this link is not logged in to SysAid they are prompted to log in before the action is performed.

$Assigned_to_sub This is the user assigned to the action item that triggered the notification. This tag can be used in the Mail/SMS Recipients field.
$ProcessManager This is the process manager for the change or problem. This tag can be used in the Mail/SMS Recipients field.
$RequestUser This is the request user for the change or problem. This tag can be used in the Mail/SMS Recipients field.
$AdminGroup This is the admin group for the action item that triggered the notification (and not the admin group for the entire change or problem). This tag can be used in the Mail/SMS Recipients field.
$Title This is the title of the change or problem
$ModifyUser This is the last user to modify the change or problem
$Computer This is the name of the asset attached to the change or problem
$assetUpdateTime This is the last time the asset attached to the SR sent an inventory update to SysAid
$assetCompany This is the company of the asset attached to the change or problem
$ParentID This is SR# of the parent service record. Will only display if the change or problem generating the notification is a child SR
$Category This is the top level category of the change or problem
$SubCategory This is the sub category of the change or problem
$ThirdLevelCategory This is the third level category of the change or problem
$CloseTime This is the time the change or problem was closed
$CustDate1 Displays the contents of custom date field 1
$CustDate2 Displays the contents of custom date field 2
$Description This is the change or problem's description
$DueDate This is the full due date of the change or problem, including hour
$DueDateOnly This is the date the change or problem is due
$ID This is the service record number for the change or problem
$LinkToSurvey Displays a link to fill out your survey for the change or problem. Recommended for use in conjunction with an "if" statement (see below) and the $isClosedSR tag
$SubmitTime Time the change or problem was submitted
$Notes Displays the contents of the notes field
$Priority Shows the priority of the change or problem
$Urgency Shows the urgency of the change or problem
$Status Shows the status of the change or problem
$SrSubType This is the sub type of the change or problem
$Resolution Displays the contents of the resolution field
$Solution Displays the contents of the solution field
$SubmitUser This is the user who submitted the change or problem
$AssignedGroup This is the group the change or problem has been assigned to
$ModifyTime This is the time the change or problem was last modified
$Location Shows the contents of the location field
$LinkToSR Includes a direct link to the change or problem. For administrators only
$Escalation Shows whether or not a change or problem is escalated
$RequestUser Shows the request user's username
$ReqUser Shows the request user's first name and last name
$Company Shows the request user's company
$OrganizationName The name of your organization as it's entered under Settings > Customize > Account Defaults
$Phone Shows the request user's phone number
$Cellphone Shows the request user's cellular phone number
$SMS Show the request user's text message number
$SelfServicePortalURL Inserts a link to the SysAid Server which can be used by end users to log in to the End-User Portal
$CompanyPhone Shows the phone number of the request user's company
$CompanyAddress Shows the first line of the address for the request user's company
$CompanyAddress2 Shows the second line of the address for the request user's company
$AssignedTo This is the process manager for the change or problem
$AssignedToFirstName This is the first name of the process manager for the change or problem
$AssignedToLastName This is the last name of the process manager for the change or problem
$ResponsibleAdmin This is the change or problem's responsible admin
$ResponsibleAdminFirstName This is the first name of the change or problem's responsible admin
$ResponsibleAdminLastName This is the last name of the change or problem's responsible admin
$AccountTimeZone Shows the default SysAid Server time zone
$ActivitiesNum Displays the number of activities that have been logged on the SR
$ActivitiesTable Displays the full contents of the activities table for the change or problem
$ActivitiesTotalMinutes Displays the total time of all activities that have been logged on the SR
$custList1 Shows the contents of custom list 1 for this change or problem
$custList2 Shows the contents of custom list 2 for this change or problem
$OperatingTimesTable Displays the list of operating times that apply to the current change or problem. Operating times are determined by SLA or by Company. If neither of these exists for the request user, then the default operating times are used.
$LinkToAttachments Adds links to download any attachments attached to the change or problem
$Total_Active_Requests Shows the total number of active SRs on the Service Desk
$Active_requests_for_assigned_admin Shows the total number of active SRs on the Service Desk that are assigned to the same admin as this change or problem
 
Special tags that can be used in the Mail Recipients field for an email notification
$Assigned_to_sub Sends the notification to whoever the action item is assigned to
$ProcessManager Sends the notification to the process manager for the change or problem
$RequestUser Sends the notification to the request user for the change or problem
$AdminGroup Send the notification to all members of the admin group listed on the action item
 
Boolean tags for use in "if" statements (please see "If" statements in your notifications for more information)
$IsNewSr Returns "true" if this is the new SR notification or "false" if this is an SR modified notification.
$AfterHours Returns "true" if the notification is sent while the Service Desk is closed, or "false"if the notification is sent while the Service Desk is open. Based upon operating times.
$isClosedSR Returns "true" if SR is closed or "false" if SR is open.
 
Special tags that grant access to SysAid Entities
$ci This allows you to poll any field on the CI attached to the change or problem, except for list fields. Note that you must use a special syntax with this tag: $ci.getXXXX(). Replace getXXXX() with any any get method found in the CI table. Example to retrieve CI name: $ci.getCiName(). Note that this will not work for list fields, and that there must be a CI attached to the SR. The main CI used is for the entire change or problem and not for the action item that triggers the notification
$asset This allows you to poll any field on the asset attached to the change or problem, except for list fields. Note that you must use a special syntax with this tag: $asset.getXXXX(). Replace getXXXX() with any any get method found in the computer table. Example to retrieve asset model: $asset.getSystemModel(). Note that this will not work for list fields, and that there must be an asset attached to the SR
$sr This allows you to poll any field on the change or problem, except for list fields. Note that you must use a special syntax with this tag: ${sr.getXXXX()}. Replace getXXXX() with any any get method found in the service record table. Example to retrieve Followup Text: ${sr.getFollowupText()}. Note that this will not work for list fields. The fields polled are for the entire change or problem, and not for the action item that triggered the notification
$resource This allows you to insert a key from the translation file into your notification. This allows for notifications in multiple languages. Please see Custom notifications in multiple languages for more information about using this tag
Get commands that can be used to display values of fields from the action item that generated the notification (versions 15.2 and up)
$!AccountObj.getDisplayUserName($CurrentActionItem.getAdditionalUser(),null) The value of the Additional User field
$!AccountObj.getDisplayUserName($CurrentActionItem.getUpdateUser(),null) The user name of the last user to update the action item
$CurrentActionItem.getReopenNote() The value of the Re-open note
$CurrentActionItem.getNotificationID() The value of the Notification ID field in the action item's attributes
$CurrentActionItem.getNotificationMethod() The value of the Notification Method field in the action item's attributes
$CurrentActionItem.getSrID() The ID number of the action items service record
$CurrentActionItem.getTaskID() The value of the Task field
$CurrentActionItem.getProjectID() The value of the Project field
$CurrentActionItem.getAssigned_group() The value of the Admin group field
$AccountObj.getCustValues('location',$resource).getCaption($CurrentActionItem.getLocation()) The value of the Location field
$AccountObj.getCompanies().getCaption($CurrentActionItem.getCompany()) The value of the Company field
$AccountObj.getDisplayUserName($CurrentActionItem.getAssignedTo(),null) The value of the Assigned to field
$AccountObj.getCustValues('Status',$resource).getCaption($CurrentActionItem.getStatus()) The value of the Status field
$CurrentActionItem.getTitle() The value of the Title field
$CurrentActionItem.getProposed_version() The value of the Proposed Version field
$CurrentActionItem.getDescription() The value of the Description field
$AccountObj.getCustValues('urgency',$resource).getCaption($CurrentActionItem.getUrgency()) The value of the Urgency field
$AccountObj.getCustValues('priority',$resource).getCaption($CurrentActionItem.getPriority()) The value of the Priority field
$CurrentActionItem.getDue_date() The value of the Due Date field
$CurrentActionItem.getProposed_delivery_date() The value of the Proposed Delivery Date field
$CurrentActionItem.getExpected_downtime_start() The value of the Expected Downtime Start field
$CurrentActionItem.getExpected_downtime_end() The value of the Expected Downtime End field
$CurrentActionItem.getNotes() The value of the Notes field
$CurrentActionItem.getCab_meeting_reference() The value of the CAB Meeting Reference field
$!AccountObj.getDisplayUserName($CurrentActionItem.getSubmit_user(),null) The value of the Submit field
$CurrentActionItem.getDuration() The value of the Duration field
$CurrentActionItem.getPercent_completed() The value of the Percent Completed field
$CurrentActionItem.getCust_int1() The value of the Action item custom Int 1 field
$CurrentActionItem.getCust_int2() The value of the Action item custom Int 2 field
$CurrentActionItem.getCust_int3() The value of the Action item custom Int 3 field
$CurrentActionItem.getCust_int4() The value of the Action item custom Int 4 field
$CurrentActionItem.getCust_int5() The value of the Action item custom Int 5 field
$CurrentActionItem.getCust_int6() The value of the Action item custom Int 6 field
$CurrentActionItem.getCust_int7() The value of the Action item custom Int 7 field
$CurrentActionItem.getCust_int8() The value of the Action item custom Int 8 field
$CurrentActionItem.getCust_int9() The value of the Action item custom Int 9 field
$CurrentActionItem.getCust_int10() The value of the Action item custom Int 10 field
$CurrentActionItem.getCust_text1() The value of the Action item custom Text 1 field
$CurrentActionItem.getCust_text2() The value of the Action item custom Text 2 field
$CurrentActionItem.getCust_text3() The value of the Action item custom Text 3 field
$CurrentActionItem.getCust_text4() The value of the Action item custom Text 4 field
$CurrentActionItem.getCust_text5() The value of the Action item custom Text 5 field
$CurrentActionItem.getCust_text6() The value of the Action item custom Text 6 field
$CurrentActionItem.getCust_text7() The value of the Action item custom Text 7 field
$CurrentActionItem.getCust_text8() The value of the Action item custom Text 8 field
$CurrentActionItem.getCust_text9() The value of the Action item custom Text 9 field
$CurrentActionItem.getCust_text10() The value of the Action item custom Text 10 field
$CurrentActionItem.getCust_date1() The value of the Action item custom Date 1 field
$CurrentActionItem.getCust_date2() The value of the Action item custom Date 2 field
$CurrentActionItem.getCust_date3() The value of the Action item custom Date 3 field
$CurrentActionItem.getCust_date4() The value of the Action item custom Date 4 field
$CurrentActionItem.getCust_date5() The value of the Action item custom Date 5 field
$CurrentActionItem.getCust_date6() The value of the Action item custom Date 6 field
$CurrentActionItem.getCust_date7() The value of the Action item custom Date 7 field
$CurrentActionItem.getCust_date8() The value of the Action item custom Date 8 field
$CurrentActionItem.getCust_date9() The value of the Action item custom Date 9 field
$CurrentActionItem.getCust_date10() The value of the Action item custom Date 10 field
$CurrentActionItem.getDefaultCustDate('1') The value of the Action item custom Date 1 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getDefaultCustDate('2') The value of the Action item custom Date 2 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getDefaultCustDate('3') The value of the Action item custom Date 3 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getDefaultCustDate('4') The value of the Action item custom Date 4 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getDefaultCustDate('5') The value of the Action item custom Date 5 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getDefaultCustDate('6') The value of the Action item custom Date 6 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getDefaultCustDate('7') The value of the Action item custom Date 7 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getDefaultCustDate('8') The value of the Action item custom Date 8 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getDefaultCustDate('9') The value of the Action item custom Date 9 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getDefaultCustDate('10') The value of the Action item custom Date 10 field, adjusted to the time zone set for the SysAid account.
$CurrentActionItem.getCompleted_time() The value of the Completed Time field
$CurrentActionItem.getEnabled_time() The value of the Enabled Time field
$CurrentActionItem.getModify_time() The value of the Modify Time field
$CurrentActionItem.getPolicy_compliance() The value of the Policy Compliance field
$CurrentActionItem.getBudgeted() The value of the Budgeted field
$CurrentActionItem.getApproved() The value of the Approved field
$CurrentActionItem.getUser_acceptance() The value of the User Acceptance field
$AccountObj.getCustValues('subTabList1',$resource).getCaption($CurrentActionItem.getCustList1()) The value of the Action item custom List 1 field
$AccountObj.getCustValues('subTabList2',$resource).getCaption($CurrentActionItem.getCustList2()) The value of the Action item custom List 2 field
$AccountObj.getCustValues('subTabList3',$resource).getCaption($CurrentActionItem.getCustList3()) The value of the Action item custom List 3 field
$AccountObj.getCustValues('subTabList4',$resource).getCaption($CurrentActionItem.getCustList4()) The value of the Action item custom List 4 field
$AccountObj.getCustValues('subTabList5',$resource).getCaption($CurrentActionItem.getCustList5()) The value of the Action item custom List 5 field
$AccountObj.getCustValues('subTabList6',$resource).getCaption($CurrentActionItem.getCustList6()) The value of the Action item custom List 6 field
$AccountObj.getCustValues('subTabList7',$resource).getCaption($CurrentActionItem.getCustList7()) The value of the Action item custom List 7 field
$AccountObj.getCustValues('subTabList8',$resource).getCaption($CurrentActionItem.getCustList8()) The value of the Action item custom List 8 field
$AccountObj.getCustValues('subTabList9',$resource).getCaption($CurrentActionItem.getCustList9()) The value of the Action item custom List 9 field
$AccountObj.getCustValues('subTabList10',$resource).getCaption($CurrentActionItem.getCustList10()) The value of the Action item custom List 10 field
$AccountObj.getCustValues('subTabComplexity',$resource).getCaption($CurrentActionItem.getComplexity()) The value of the Complexity field
$AccountObj.getCustValues('subTabImpact',$resource).getCaption($CurrentActionItem.getImpact()) The value of the Impact field
$CurrentActionItem.getCust_notes1() The value of the Action item custom Notes 1 field
$CurrentActionItem.getCust_notes2() The value of the Action item custom Notes 2 field
$CurrentActionItem.getCust_notes3() The value of the Action item custom Notes 3 field
$CurrentActionItem.getCust_notes4() The value of the Action item custom Notes 4 field
$CurrentActionItem.getCust_notes5() The value of the Action item custom Notes 5 field
$CurrentActionItem.getCust_notes6() The value of the Action item custom Notes 6 field
$CurrentActionItem.getCust_notes7() The value of the Action item custom Notes 7 field
$CurrentActionItem.getCust_notes8() The value of the Action item custom Notes 8 field
$CurrentActionItem.getCust_notes9() The value of the Action item custom Notes 9 field
$CurrentActionItem.getCust_notes10() The value of the Action item custom Notes 10 field
$CurrentActionItem.getReopened() The value of the Re-Opened field
$CurrentActionItem.getCust_float1() The value of the Action item custom Float 1 field
$CurrentActionItem.getCust_float2() The value of the Action item custom Float 2 field
$CurrentActionItem.getCust_float3() The value of the Action item custom Float 3 field
$CurrentActionItem.getCust_float4() The value of the Action item custom Float 4 field
$CurrentActionItem.getCust_float5() The value of the Action item custom Float 5 field
$CurrentActionItem.getCust_float6() The value of the Action item custom Float 6 field
$CurrentActionItem.getCust_float7() The value of the Action item custom Float 7 field
$CurrentActionItem.getCust_float8() The value of the Action item custom Float 8 field
$CurrentActionItem.getCust_float9() The value of the Action item custom Float 9 field
$CurrentActionItem.getCust_float10() The value of the Action item custom Float 10 field
$CurrentActionItem.getResources_required_in_days() The value of the Resources Required in Days field
$CurrentActionItem.getHardware_costs() The value of the Hardware Costs field
$CurrentActionItem.getSoftware_costs() The value of the Software Costs field
$CurrentActionItem.getInstallation_costs() The value of the Installation Costs field
$CurrentActionItem.getTraining_costs() The value of the Training Costs field
$CurrentActionItem.getMaintenance_costs() The value of the Maintenance Costs field
$CurrentActionItem.getTotal_costs() The value of the Total Costs field
$CurrentActionItem.getInternal_manpower_in_hours() The value of the Internal Manpower In Hours field
$CurrentActionItem.getTotal_expected_downtime_hours() The value of the Total Expected Downtime In Hours field
$AccountObj.getCustValues('departments',$resource).getCaption($CurrentActionItem.getDepartment()) The value of the Department To Charge field
$CurrentActionItem.getBack_out_plan() The value of the Backout Plan Exists and Tested field
$AccountObj.getCustValues('recurrenceList',$resource).getCaption($CurrentActionItem.getRecurrence()) The value of the Recurrence field
$CurrentActionItem.getAddonFieldCaption('INTERNAL ATTRIBUTE NAME')

The caption of fields added through fields customization. Enter the Internal Attribute name of the field in the parentheses.


Note:
The Internal Attribute Name can be found in Advanced tab of the field's form, in the Internal Attribute Name field. Search for def. The Internal Attribute Name will look something like "CustomColumn20srSubTab"

$CurrentActionItem.getAddonFieldValue('INTERNAL ATTRIBUTE NAME')

The value of text, text area, date, or integer fields added through fields customization. Enter the Internal Attribute name of the field in the parentheses.


Note:
The Internal Attribute Name can be found in Advanced tab of the field's form, in the Internal Attribute Name field. Search for def. The Internal Attribute Name will look something like "CustomColumn20srSubTab"

$AccountObj.getCustValues('DB FIELD NAME',$resource).getCaption($CurrentActionItem.getAddonFieldValue('INTERNAL ATTRIBUTE NAME'))

The value of list fields added through fields customization. Enter the field's database name and the Internal Attribute name in the relevant parentheses.

 

Note: The Internal Attribute Name can be found in Advanced tab of the field's form, in the Internal Attribute Name field. Search for def. The Internal Attribute Name will look something like "CustomColumn20srSubTab"

O
Elite SysAider
112
 
Is there a tag for request user's department? That is one that we would really like to use in the custom notifications.

Jane
SysAid Product Manager
306
 
We’ve discovered a bug when adding the $RequestUser tag and its parameters to notifications (Bug #9910).
Just to let you know that the bug will be fixed in the next release.

Thanks,
Sivan
SysAider
6
 
Hi,

is it possible to send a information to the owner of a asset if an error occurs etc. ? (Which Tag can i use)

Thanks in advance
SysAider
20
 
Hi. I don't understand how can I relate a template or something to the workflow notification I'm going to create.

Could you explain me that?
SysAider
20
 
Very short explanation about this section
Former Community Manager
978
 
Here's a short Youtube video showing where to configure the workflow. https://www.youtube.com/watch?v=xYDcLRbv7QY&list=UUECy6CrNunqZUbLUif4Ienw.

Cheers,

Michael
SysAider
20
 
Thank you so much !!
SysAider
2
 
Hello, I have made a setup with workflows and notification on Chnges, but what it always send the email twice. Does anybody know why this is happening ? I gues it is a bug...
SysAider
2
 
Hello,
I have the same issue, the email is send twice.
SysAid Customer Success Manager
319
 
Hi Georgeb,

I would like to investigate this a bit more.

Can you send me a PM with an SR number where this happen so I could check it in your system.

Thx
Ido Shomer
SysAid team
SysAider
5
 
I have the same problem.

RFC Notification is reciewed twice

Plus, the user gets an email that a new request has been created so he gets 3 mails every time a RFC is created

/Vagn
SysAid Product Manager Community Manager
5260
 
Hi vhdesign,

Please also send me a PM with the SR number where it occurs in your system and a temporary login (if you permit us to log into your system to investigate the problem).

Alternatively, you can open a ticket with our tech support team and they will be able to assist you.

Thanks,
Danny
Super SysAider
66
 
Quick Question, we are trying to display the value of a list within an action item in a notification where the list was created as a custom list in fields customisation. I see above you can use $AccountObj.getCustValues('subTabList1',$resource).getCaption($CurrentActionItem.getCustList1()) for the 10 custom lists, however this does not work for new columns you create in fields customisation/action items.

The column is CustomColumn31srSubTab

Have tried
$CurrentActionItem.getAddonFieldCaption('CustomColumn31srSubTab') - returned field name
$CurrentActionItem.getAddonFieldValue('CustomColumn31srSubTab') - returned integer

Any ideas?
SysAid Product Manager Community Manager
5260
 
Hi,

I have consulted with a colleague and the suggestion is to try to use the actual db field name between the ''. Also, please note that Caption should be used, as Value will return the numeric key value for the list entry.

Let me know if this works.

Cheers,
Danny