Hello,
I have a business need to include messages, activities and notes in email notifications generated by sysaid. I’ve been looking at the notification template for “Email to end user regarding a service record” but would need to know the variable names used to access this data. I’m certain there must be some variables available, this is pretty standard service desk behavior.
Any help is greatly appreciated.
...Brad
Best answer by Laur Tudor
Hello
To customize notifications, please refer to the following documentation: https://documentation.sysaid.com/docs/custom-notification-form. This includes information on adding tags for notes and activities as well.
If you require further assistance, have any additional questions, or would like to discuss this topic further, please do not hesitate to reach out.
+1Hello
To customize notifications, please refer to the following documentation: https://documentation.sysaid.com/docs/custom-notification-form. This includes information on adding tags for notes and activities as well.
If you require further assistance, have any additional questions, or would like to discuss this topic further, please do not hesitate to reach out.
+2Hi,
I am having trouble with this, I have tried using ${Notes} but nothing is displayed.
I am using the Cloud edition.
Is there anything else I need to check?
Cheers
Jenny
Hello,
Yes, this is definitely a common requirement in service desk setups. In SysAid, email notification templates typically support predefined variables, but messages, activities, and notes are not always exposed directly unless specific template variables or advanced customization is enabled.
For the notification template “Email to end user regarding a service record,” you can usually access core variables like ticket ID, subject, description, status, and assigned technician. However, to include activities, internal notes, or message history, you may need:
Activity or conversation-related variables (if available in your SysAid version)
Advanced template configuration or HTML customization
API or workflow rule integration to pull and inject this data into notifications
I recommend checking:
Notification Template variable list in SysAid documentation
Workflow/Automation rules for activity-based triggers
Whether your edition supports activity/message variables in emails
If anyone has a list of the exact variable names for activities, notes, and message threads, that would be extremely helpful.
Appreciate any guidance from the community.
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