Setting Workflow Notifications

Mail Recipients

The email recipients. Click Browse to select users, or use dynamic tags (for example, $Assigned_to_sub or $RequestUser) to send the email to users based on their role in the service record. Click Clear to remove all recipients.

Mail Subject

The email's subject line. You can use tags.

Mail Body

The email's content. You can use tags.

SMS recipients

The text message recipients. Click Browse to select users, or use dynamic tags. Click Clear to remove all recipients.

SMS Subject

The text message's subject. You can use tags.

SMS Body

The text message's content. You can use tags.

$Approve

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

Please note:

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:

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:

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:

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:

• If the action item is assigned directly to a specific user, that user is automatically logged in to SysAid when using the link.

• If the action item is assigned to a group, all users (including end users) must log in manually. In this case, the link cannot identify which specific user clicked it.

• Admins must always be logged in to perform an action through the link.

$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

$NotesExternal

Displays the contents of the Note

$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

Sends the notification to all members of the admin group listed on the action item

$RequestUserManager

The direct manager of the ticket's request user

$AIAssigneeDirectManager

The direct manager of the user assigned to 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 pull any field on the CI attached to the service record, except for list fields. Note that you must use a special syntax with this tag: ${ci.getXXXX()}. Replace XXXX with the caption for any CI field. Please note that the tag is case-sensitive and the first word of the field caption must be lowercase. For 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.

$asset

This allows you to pull any field on the asset attached to the service record, except for list fields. Note that you must use a special syntax with this tag: ${asset.getXXXX()}. Replace XXXX with the caption for any asset field. Please note that the tag is case-sensitive and the first word of the field caption must be lowercase. For 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 pull any field on the service record, except for list fields. Note that you must use a special syntax with this tag: ${sr.getXXXX()}. Replace XXXX with the caption for any SR field. Please note that the tag is case-sensitive and the first word of the field caption must be lowercase. For example, to retrieve Follow up Text: ${sr.getfollowupText()}. Note that this will not work for list fields.

$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 

$!AccountObj.getDisplayUserName
($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 item’s 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.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.

Please 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.

Please 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"