Custom Notification Form

SMS notifications only require a Subject, not a Body.

The Notification form allows you to edit the text of a notification's subject and body or reset the notification text to the default text.

From the Notification list, choose the notification you would like to edit. Make sure to save your changes.

Editing Your Notification

You can use the embedded editor to edit your notification without accessing the HTML code. This includes formatting, adding tables, inserting images from the menu or with drag and drop, and all other standard text editor actions.

Version History

You can revert back to previous versions of the notifications, by clicking the Version history link. Previous versions are displayed by their timestamp and the user who updated that version. Selecting a version you want to revert to.

To reset the notification to the original version, click Reset to default.

Preview the Notification

You can view a preview of your notification to ensure it appears as you like it.

1. From the editor menu, select View > Preview.
2. Review the notification in the preview window. When you are done, click Close.
   

Using Tags in Your Notifications

SysAid allows you to insert dynamic data into your notifications based upon the event that triggers the notification. An example would be including the status and category of a service record, or the title and progress towards completion for a task. Many of the notifications include tags in their default contents, but these are only a fraction of the tags that you have available to use.

Please see the table below for a complete list of available tags.

Alternatively, you can enter the $ character and start typing the name of the field value you want to include. A list of autocomplete options is displayed and you can click the option you want to include.

Insert Survey

You can insert a customized survey into your notification so that the recipients can rate their satisfaction and provide valuable feedback regarding your Notifications.

To insert a Survey:

1. From the menu, select Insert > Survey.
2. From the drop down list in the Insert Survey dialog, select a question for the survey.
3. User the arrows to select the emojis or numbers you want to use to rate the recipient's satisfaction.
4. Click Copy to Clipboard.
5. Paste the copied survey in the location in the notification where you want the survey to appear.
6. Click Apply.

"If" Statements in Your Notifications

There may be times that you would like certain text to be added to a notification only if certain conditions are true. For instance, if a service record is sent when the helpdesk is closed, you can use the tag $isAfterHours in the following way:

#if( ${AfterHours} && ${AfterHours}==true && ${IsNewSr}==true)

The Helpdesk is not active at the moment. Your service record will be addressed during working hours.

#end

Another possibility is to use the ${Status} tag to customize your notification based on the status of the SR. For example:

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

Thank you for submitting your service request. The ticket number is #${ID}. Someone from the service desk is in the process of reviewing your request and determining a resolution. If you want to check the status of your request or add notes or attachments please use the following link:

Service request link:
<a href="http://URL/EndUserSRView.jsp?id=${ID}&EndUserLink=YES"> Link </a>

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

#elseif( ${Status}=="Closed" ) Your service request #${ID} has been closed. We hope that you are satisfied with the service provided to you.
#end

Please see the table below for the full list of available variables for use in "If" statements.

Custom Notifications in Multiple Languages
SysAid allows you to add language-specific text to your notifications. That is to say, a user using SysAid in Spanish will receive Spanish text and a user using SysAid in English will receive English text. To add language-specific text:

1. Go to Settings > Customize > Account Defaults and uncheck the option Use the default language for automatic notifications.
2. Download to your computer the SysAid translation file for the desired language. The translation file is located under Settings > Customize > Translation.
3. Open the translation file and scroll to the very bottom.
4. Add a new key for each text that you want in your notifications. Each key should look like this:
   _custom.notif_keyname=Text that will appear in the notification
5. Replace keyname with a unique name of your choosing.
6. Replace Text that will appear in the notification with your desired text in the language of your choice.
   Example:_custom.notif_bday=Happy birthday!
7. Repeat steps 1 - 4 for each language your users will be using.
   Example : You have English, Spanish, and Italian speaking end users. You must add each key and its appropriate translation to the English, Spanish, and Italian translation files. In the English translation file, you would put _custom.notif_bday=Happy birthday!, in the Spanish translation file you would put _custom.notif_bday=¡Feliz cumpleaños!, etc.
8. In SysAid, go to Settings > Customize > Notifications.
9. Select from the drop-down list the notification to which you would like to add your new text.
10. In the exact place you would like your text to appear, enter:
    $resource.getString("_custom.notif_keyname")
    Example: $resource.getString("_custom.notif_bday")

This will insert the text from the translation file for the language your user is using when the notification is sent.

Access the Source HTML Code

If there's any edits that you would rather not perform in the editor, you can perform them directly in the notification's HTML code.

1. In the editor menu, select View > Source Code.
   
2. Edit the code in the source code window that opens.
   
3. Click Save.

Compatibility View

If you open a notification that contains faulty HTML or CSS code, SysAid opens it in the Compatibility view that allows you to edit the code directly in the notification form.

If you want to ignore the errors in the code, click View in HTML editor anyway and the notification appears in the text editor view.

The following table contains some of the most common HTML and CSS errors that occur in these tables due to deprecated tags and attributes. For the HTML section, remove these tags from the code. For the CSS section, replace the errors with the attributes in the Suggested Fixes column.

List of All Tags in Custom Notifications

In the tables below is the full list of tags and their meaning in SysAid. 

Please note that some of the tags are different for notifications sent in Microsoft Teams with SysAid's AI Service Desk, For more information, see AI Service Desk.

Tags for Use in Notifications Regarding Tickets

Tags Related to Custom Fields

Boolean Tags For Use in "if" Statements

#if(!${ManualMessage})
Text of standard automatic notification
#else
Text of manual message
#end

Special Tags That Grant Access to SysAid Entities

Tags For Use in Notifications Regarding Users Who Forgot Their Passwords

Tags For Use in Notifications to New Administrators and End Users

Tags For Use in Notifications Sent to Project Managers

Tags For Use in Notifications Sent to Task Users