Edit/Create New Notification
- 03 Jan 2024
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Edit/Create New Notification
- Updated on 03 Jan 2024
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Here you can edit your change and problem notifications. Following is a short explanation of the contents of each tab.
General When a notification is sent, choose whether SysAid sends an SMS, email, or opens a service record. You may choose any combination of the three.
Mail details Send an email to the notification recipient. Use tags to customize the email by pulling information from the change request/problem the email is sent from. A full list of tags can be found below.
You may also check the box Attach to the email a PDF file which includes the change details to attach to the email a .pdf which contains details from all action items on a change request. This is useful for notifications that go to users who must approve a change request and must therefore be able to see complete details of the change.
Text message details Send a text message notification to the mobile device of the recipient.
Service Record details Open a new service record. The details of the new service record will be exactly as you fill them in on this tab.
Edit a Change/Problem notification
Tags available for change and problem notifications
Here is the list of tags available for change and problem notifications. Unless specified otherwise, all tags refer to the main change or problem, and not to the action item that triggered the notification:
| Tag ID | Description |
|---|---|
| $Approve | A link that the recipient can click to approve and complete the action item that triggered the notification. Please note that 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 that 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 that 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 that 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 that 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. |
| $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 |
| $Notes | 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 | Send 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 items 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. |
$AccountObj.getCustValues('DB FIELD NAME',$resource).getCaption($CurrentActionItem.getAddonFieldValue | The value of list fields added through fields customization. Enter the field's database name and the Internal Attribute name in the relevant parentheses. 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" |
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