Change SR Prefix

By default, all SR IDs in SysAid begin with the # character as the ID prefix. When you send an email to SysAid about an SR, the system uses the prefix to identify that the email is referring to the SR and adds the email to the relevant SRs messages. This presents a problem if you are servicing a company that uses its own SysAid system. When the client company sends an email about one of their SRs, your system notices the prefix and searches its own database for an SR with that number. This can cause emails about your client's SRs to be included in SRs in your system just because the two SRs have the same ID.

Let's say that your client sends you an email (through your SysAid account) about SR #892 in their system. Your system then searches its own database for SR#892 and includes the email in the Messages for that SR even though the SR has no connection to the SR#892 located in the client's SysAid database.

It is possible to change the SR prefix in a system to avoid such conflicts. To change the prefix:

1. In Settings > Customize > Translation , click the link to download the translation file.
   
2. Open the translation file and locate the following section (search for "idPrefix=#"):

   idPrefix=#
   #compose sr details
   compose.the.Subject=Regarding Service Record #{0,number,integer}
   SREdit.mobile.sr.edit=SR #
   SRWorkTime.title=Activities for Service Record #
   SRtHistory.title=History of Service Record #
    
   #externalAPI
   audit.info.externalAPI.SR.invalidGivenID.part1=SR #
   audit.info.externalAPI.SR.notChangedSR.part1=According to the parameters you have sent, your SR #
   
   # Change notifications
   rfc.notif.action.new=New Change({0}) #{1,number,integer}
   rfc.notif.action.modify=Change({0}) #{1,number,integer} has been modified
   rfc.notif.action.closedStatus=Change({0}) #{1,number,integer} has been changed to {2}
   rfc.notif.submit.assigned=Change({0}) #{1,number,integer} has been assigned to {2}
   rfc.notif.action.assigned=You have been assigned a Change({0}) #{1,number,integer}
   rfc.notif.submit.status=Change({0}) #{1,number,integer} status has been changed to {2}
   rfc.notif.submit.closed=Change #{0,number,integer} has been closed.
   rfc.notif.submit.closedStatus=Change #{0,number,integer} has been changed to {1}.
   rfc.notif.action.closed=Change #{0,number,integer} has been closed.
   rfc.notif.urgency.changed=Change #{0,number,integer} urgency has been changed to {1}.
   rfc.notif.priority.changed=Change #{0,number,integer} priority has been changed to {1}.
   rfc.notif.impact.changed=Change #{0,number,integer} impact has been changed to {1}.
   rfc.notif.category.changed=Change #{0,number,integer} category has been changed to {1}.
   rfc.notif.subCategory.changed=Change #{0,number,integer} sub-category has been changed to {1}.
   rfc.notif.thirdLevelCategory.changed=Change #{0,number,integer} third-level category has been changed to {1}.
   rfc.notif.title.changed=Change #{0,number,integer} title has been changed to {1}.
   rfc.notif.description.changed=Change #{0,number,integer} description has been changed.
   rfc.notif.submit.unassigned=Change #{0,number,integer} has been unassigned.
   rfc.notif.archive.changed=Change #{0,number,integer} has been archived.
   rfc.notif.restore.changed=Change #{0,number,integer} has been restored from archive.
   rfc.notif.requestUser.changed=Change #{0,number,integer} request user has been changed to {1}
   rfc.notif.dueDate.changed=Change #{0,number,integer} due date has been changed to {1}
   rfc.notif.main.ci.changed=Change #{0,number,integer} Main CI has been changed to {1}
   rfc.notif.main.asset.changed=Change #{0,number,integer} Main Asset has been changed to {1}
   
   # Problem notifications
   problem.notif.action.new=New Problem({0}) #{1,number,integer}
   problem.notif.action.modify=Problem({0}) #{1,number,integer} has been modified
   problem.notif.action.closedStatus=Problem({0}) #{1,number,integer} has been changed to {2}
   problem.notif.submit.assigned=Problem({0}) #{1,number,integer} has been assigned to {2}
   problem.notif.action.assigned=You have been assigned a Problem({0}) #{1,number,integer}
   problem.notif.submit.status=Problem({0}) #{1,number,integer} status has been changed to {2}
   problem.notif.submit.closed=Problem #{0,number,integer} has been closed.
   problem.notif.submit.closedStatus=Problem #{0,number,integer} has been changed to {1}.
   problem.notif.action.closed=Problem #{0,number,integer} has been closed.
   problem.notif.urgency.changed=Problem #{0,number,integer} urgency has been changed to {1}.
   problem.notif.priority.changed=Problem #{0,number,integer} priority has been changed to {1}.
   problem.notif.impact.changed=Problem #{0,number,integer} impact has been changed to {1}.
   problem.notif.category.changed=Problem #{0,number,integer} category has been changed to {1}.
   problem.notif.subCategory.changed=Problem #{0,number,integer} sub-category has been changed to {1}.
   problem.notif.thirdLevelCategory.changed=Problem #{0,number,integer} third level category has been changed to {1}.
   problem.notif.title.changed=Problem #{0,number,integer} title has been changed to {1}.
   problem.notif.description.changed=Problem #{0,number,integer} description has been changed.
   problem.notif.assignedGroup.changed=Problem #{0,number,integer} assigned group has been changed to {1}.
   problem.notif.submit.unassigned=Problem #{0,number,integer} has been unassigned.
   problem.notif.archive.changed=Problem #{0,number,integer} has been archived.
   problem.notif.restore.changed=Problem #{0,number,integer} has been restored from archive.
   problem.notif.requestUser.changed=Problem #{0,number,integer} request user has been changed to {1}
   problem.notif.dueDate.changed=Problem #{0,number,integer} due date has been changed to {1}
   problem.notif.main.ci.changed=Problem #{0,number,integer} Main CI has been changed to {1}
   problem.notif.main.asset.changed=Problem #{0,number,integer} Main Asset has been changed to {1}
   
   #Calendar
   calendar.dueDateTitle.part1=SR #
   calendar.requestDateTitle.part1=SR #
   calendar.activityTitle.part1=SR #
   #only change the # for SR
   calendar.srActivity.prefix.Exchangeformat=[SysAid SR #{0} Activity #{1}]
   calendar.srDueDate.prefix.Exchangeformat=[SysAid SR #{0} Due Date]
   
   #chat
   chat.activeChats.SRNumber=SR#
   chat.closeChats.SRNumber=SR#
   
   #messages
   SRMessages.title=Messages of Service Record #
   
   # Incident notifications
   sr.notif.submit.assigned=Incident #{0,number,integer} has been assigned to {1}
   sr.notif.action.assigned=You have been assigned an Incident #{0,number,integer}
   sr.notif.submit.closed=Incident #{0,number,integer} has been closed.
   sr.notif.submit.closedStatus=Incident #{0,number,integer} has been changed to {1}
   sr.notif.submit.status=Incident #{0,number,integer} status has been changed to {1}
   sr.notif.action.new=New Incident #{0,number,integer}
   sr.notif.action.modify=Incident #{0,number,integer} has been modified
   sr.notif.action.closed=Incident #{0,number,integer} has been closed
   sr.notif.action.closedStatus=Incident #{0,number,integer} has been changed to {1}
   sr.notif.urgency.changed=Incident #{0,number,integer} urgency has been changed to {1}
   sr.notif.priority.changed=Incident #{0,number,integer} priority has been changed to {1}
   sr.notif.impact.changed=Incident #{0,number,integer} impact has been changed to {1}.
   sr.notif.category.changed=Incident #{0,number,integer} category has been changed to {1}
   sr.notif.subCategory.changed=Incident #{0,number,integer} sub category has been changed to {1}
   sr.notif.thirdLevelCategory.changed=Incident #{0,number,integer} third level category has been changed to {1}
   sr.notif.title.changed=Incident #{0,number,integer} title has been changed to {1}
   sr.notif.description.changed=Incident #{0,number,integer} description has been changed
   sr.notif.assignedGroup.changed=Incident #{0,number,integer} assigned group has been changed to {1}
   sr.notif.weight.changed=Incident #{0,number,integer} weight has been changed to {1}
   sr.notif.submit.unassigned=Incident #{0,number,integer} has been unassigned
   sr.notif.archive.changed=Incident #{0,number,integer} has been archived.
   sr.notif.restore.changed=Incident #{0,number,integer} has been restored from archive.
   sr.notif.archive.reply=This SR was created from end-user reply to ticket #{0,number,integer}
   sr.notif.action.convert=SR #{0} record was converted from Request to Incident.
   sr.notif.requestUser.changed=Incident #{0,number,integer} request user has been changed to {1}
   sr.notif.dueDate.changed=Incident #{0,number,integer} due date has been changed to {1}
   sr.notif.main.ci.changed=Incident #{0,number,integer} Main CI has been changed to {1}
   sr.notif.main.asset.changed=Incident #{0,number,integer} Main Asset has been changed to {1}
   
   #Request notifications
   request.notif.action.new=New Request ({0}) #{1,number,integer} has been created.
   request.notif.action.modify=Request ({0}) #{1,number,integer} has been modified.
   request.notif.action.closedStatus=Request ({0}) #{1,number,integer} has been changed to {2}.
   request.notif.submit.assigned=Request ({0}) #{1,number,integer} has been assigned to {2}.
   request.notif.action.assigned=You have been assigned a Request ({0}) #{1,number,integer}.
   request.notif.submit.status=Request ({0}) #{1,number,integer} status has been changed to {2}.
   request.notif.submit.closed=Request #{0,number,integer} has been closed.
   request.notif.submit.closedStatus=Request #{0,number,integer} has been changed to {1}.
   request.notif.action.closed=Request #{0,number,integer} has been closed.
   request.notif.urgency.changed=Request #{0,number,integer} urgency has been changed to {1}.
   request.notif.priority.changed=Request #{0,number,integer} priority has been changed to {1}.
   request.notif.impact.changed=Request #{0,number,integer} impact has been changed to {1}.
   request.notif.category.changed=Request #{0,number,integer} category has been changed to {1}.
   request.notif.subCategory.changed=Request #{0,number,integer} sub-category has been changed to {1}.
   request.notif.thirdLevelCategory.changed=Request #{0,number,integer} third-level category has been changed to {1}.
   request.notif.title.changed=Request #{0,number,integer} title has been changed to {1}.
   request.notif.description.changed=Request #{0,number,integer} description has been changed.
   request.notif.assignedGroup.changed=Request #{0,number,integer} assigned group has been changed to {1}.
   request.notif.submit.unassigned=Request #{0,number,integer} has been unassigned.
   request.notif.archive.changed=Request #{0,number,integer} has been archived.
   request.notif.restore.changed=Request #{0,number,integer} has been restored from archive.
   request.notif.action.convert=SR #{0} record was converted from Incident to Request.
   request.notif.requestUser.changed=Request #{0,number,integer} request user has been changed to {1}
   request.notif.dueDate.changed=Request #{0,number,integer} due date has been changed to {1}
   request.notif.main.ci.changed=Request #{0,number,integer} Main CI has been changed to {1}
   request.notif.main.asset.changed=Request #{0,number,integer} Main Asset has been changed to {1}

3. Replace all instances of the # character in this section with the symbol you want to use for your SR prefix and save your changes.

4. In Settings > Customize > Translation, click Choose File.
5. Select the modified translation file, and click Open.
6. Click Upload.
7. In Settings > Customize > Notifications, from the Notifications drop-down, select Email Subject to Administrator Regarding a Service Record.
8. Repeat steps 1-7 in the translation files for each language that is available to your users. For more information on which languages are available to your users, see Account Defaults.
9. Add the $ {Title} tag to the Email notification so that it reads: "${ActionNotification} ${Title}".
10. In Settings > Service Desk Templates > Workflow Notifications, edit your workflow notifications to replace the "#" sign with your new prefix.

Your new SR Prefix is displayed in SysAid and in any future SR notifications.

New SR Prefix in SysAid

New SR Prefix in email notification