Home    Forums    Feature Requests    Beta Issues    SysAid Resources    Documentation    Support
Hello Guest,  Login   
        
DOWNLOAD FREE EDITION
    
     Recent Topics    Hottest Topics    Online Members    Member Listing    Advanced Search
Custom Notifications  XML
Forum Index » SysAid CSS Forum
 
Author Message
[Post New]08/03/2010 07:15:47
    Subject: Custom Notifications
[Up]
nrybacki
SysAider

SysAider from release 6.5 United States
Joined: 22/02/2010
Messages: 17
Location: Harrisburg, PA
Offline
I would like to customize the email sent to a contact on receipt of their new emailed ticket. Can I vary the text based on the Category assigned to the incoming email/ticket? For example, if the category assigned to the email is customer service, the response will be different than that to an email assigned to the Technology category.

Thanks for your help.

Nancy
Thanks much, Nancy
[Post New]12/03/2010 09:01:18
    Subject: Re:Custom Notifications
[Up]
Ori
SysAid Customer Relations


Joined: 17/04/2008
Messages: 293
Location: Israel
Offline
Hello nrybacki ,

You can define multiple notifications based on the category. Let me give you an example. You can set up the notification be like this.

#if( ${Category} && ${Category}=="A" ) - If category is A, then show title, description and status
Title: ${Title}
Description: ${Description}
Status: ${Status}


#elseif( ${Category} && ${Category}=="B" ) - If category is B, then show status notification.
${StatusNotification}



#else - Else, show only title
Title: ${Title}



#end - close the statement.


I hope i make myself clear as possible.
Enjoy
SysAid support.
[WWW] [MSN]
[Post New]12/03/2010 09:13:33
    Subject: Re:Custom Notifications
[Up]
nrybacki
SysAider

SysAider from release 6.5 United States
Joined: 22/02/2010
Messages: 17
Location: Harrisburg, PA
Offline
Thanks, Ori. I was on the right track after all. But I want to do an AND where if the Status is New AND the Category is A, then send "this message." Every time I tried to construct this logic, the email body ended up blank!

Thanks again.
Thanks much, Nancy
[Post New]22/03/2010 14:39:34
    Subject: Re:Custom Notifications
[Up]
Ori
SysAid Customer Relations


Joined: 17/04/2008
Messages: 293
Location: Israel
Offline
To do an If and AND statement, please use this :

#if( ${Category} && ${Category}=="A" && ${Status}=="New" )

Replace A with the desired category..

Hope this helps...
SysAid support.
[WWW] [MSN]
Forum Index » SysAid CSS Forum
Go to:   
Help Desk Software
Free Help Desk Software
Free Asset Management Software
SysAid Helpdesk Software
Web Based Help Desk Software
SysAid Help Desk Forum
General IT Discussion Forum
SysAid CSS Customer Service Software
Customer Support Software
    SysAid Technologies Ltd.
   Toll-Free phone center (U.S.): 1-800-686-7047
   Offices - U.S.617-231-0124
   Israel:+972-3-533-3675
   Skype account:ilient
   Email:helpdesk@sysaid.com
   Optimized by SEO Israel
   SysAid logos and other SysAid Technologies marks
   are trademarks or registered trademarks of
   SysAid Technologies Ltd.
   All Rights Reserved by SysAid Technologies Ltd.
   2002-2011 		   Live Support Hours
   07:00 AM - 09:30 PM (UK)
   02:00 AM - 04:30 PM (EDT)

   We provide worldwide services, and we do our best
   to match the working times of customers from
   different time zones.

   SysAid Help Desk Software and Asset Management Software
Privacy Policy © Terms Of Use