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I’m struggling to understand why a ‘Completed’ email is not being sent out when a Request is marked as ‘Request Completed’. If an Incident is marked as ‘Completed’ the email is being sent out as expected. The Custom Notifications form reads as per the below. I’d also like to include a message when a Request/Incident is marked with a status of ‘Deleted’ but using the #elseif( ${Status}=="Deleted" ) doesn’t generate an email either.

#if( ${Status}=="New" )
Hi ${ReqUser},

Thank you for submitting your service request. The ticket number is #${ID} - ${Title}. Someone from the service desk is in the process of reviewing your request and determining a resolution.

Updates will follow when the incident is assigned or resolved.

Kind regards,

Bernicia ICT Team

#elseif( ${Status}=="Completed" )
Hi ${ReqUser},

Here is an update on ticket number #${ID}-${Title}.

The administrator that was assigned to your ticket is ${AssignedTo}.

Your service request #${ID} has been closed with the following resolution - ${ActivitiesTable}

We hope that you are satisfied with the service provided to you.

Kind regards,

Bernicia ICT Team

#elseif( ${Status}!="New" )
Hi ${ReqUser},

Here is an update on ticket number #${ID} - ${Title}.

The administrator that is assigned to your ticket is ${AssignedTo}.

Your ticket is now in progress and the assigned admin will be in touch.

Kind regards,

Bernicia ICT Team

#end

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Hello,

 

Thank you for reaching us using the community function!

In order to configure the notifications that is being sent regarding a service record when the ticket status is marked as closed, you can use the IF statement only for this purpose.

The syntax should look in the following manner:

if( ${Status}=="Completed" )
Hi ${ReqUser},

Here is an update on ticket number #${ID}-${Title}.

The administrator that was assigned to your ticket is ${AssignedTo}.

Your service request #${ID} has been closed with the following resolution - ${ActivitiesTable}

We hope that you are satisfied with the service provided to you.

 

If at any moment you consider that you would need more assistance regarding this function, please submit a Service Record by clicking the “Create Service Record” located in our Support Section from our page dedicated to customers:

https://www.sysaid.com/support

 

The options for Support include raising a ticket, contacting us using the emailing system or the Support Chat system available 24h Monday- Friday 

 

Many thanks for your response @BiancaVatrici. Our notification is currently set up as you have stated in your response albeit we’re using the #elseif statement. The email does send out for Incidents but not for Requests and trying to ascertain as to why.

Mel S.

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