6 Replies Latest reply on May 20, 2013 9:58 AM by landes@ntc.edu

    Email Ticket Variables

    landes@ntc.edu

      Is there any way to pass information such as the Owner of a ticket and priority in the subject or body of an email?

       

      Thanks,

       

      Ross

        • Re: Email Ticket Variables
          kjette

          Have you tried using the field variables?  Including them in the email should display the content in that field.  Here is an example of some I have found:

           

          • <ticket_id> = Ticket number
          • <request_type> = Request Type
          • <status_type> = Status Type
          • <priority_type> = Priority Type
          • <client> = Client's full name
          • <client_short> = Client's first initial and last name
          • <client_phone> = Client's primary phone
          • <client_email> = Client's primary e-mail
          • <assigned_to> = Party responsible for Ticket (Tech, Tech Group, or manager)
          • <assigned_to_short> = Short form of <assigned_to> (uses initials for first names)
          • <tech> = Tech's full name
          • <tech_short> = Tech's first initial and last name
          • <tech_phone> = Tech's primary phone
          • <tech_email> = Tech's primary e-mail
          • <room> = Room
          • <location> = Location
          • <model> = Model number
          • <subject> = Subject
          • <report> = Report
          • <due_datetime> = Date & time Ticket is due
          • <scheduled_datetime> = Date & time Ticket is scheduled to be worked on
          • <work_datetime> = The same as <scheduled_datetime> (backward compatibility)
          • <work_time> = Work time recorded in Ticket Tech Notes
          • <custom_1> = 1st custom field
          • <custom_2> = 2nd custom field
          • <custom_n> = nth custom field
            • Re: Email Ticket Variables
              landes@ntc.edu

              Can you give an example of the syntax used?  I've tried a couple different ways of passing the variables and they don't seem to work.

               

              Thanks,

               

              Ross

                • Re: Email Ticket Variables
                  kjette

                  Say for example you wanted the client and request type in the email you could add the following to the template:

                   

                  Client - <client>

                  Request Type - <request_type>

                   

                  I just tested this and it works.  The list I provided is not complete.  I've asked SW int he past for a complete list of tags and have been told there isn't one they could provide.

                    • Re: Email Ticket Variables
                      landes@ntc.edu

                      Thank you for your reply and sorry for my ignorance!  Are you talking about the Templates under the E-Mail section?  When I look at these, they look like response emails under Outgoing and Incoming.  And I can only add new ones under the Outgoing, there is no new button under incoming.  Thank you so much for your help!

                       

                      Ross

                        • Re: Email Ticket Variables
                          kjette

                          Yes I have no idea how to use custom templates.  What I was referring to Action Rules which is in the Processes section of Setup.  You can set up an action of email on a rule and thats where you would add the variables I mentioned before.  Going back to Templates for a second, you can add them there as well but I have no idea what to do with them after that.  What we really need is to be able to set up Templates and then point action rules to them.