---
title: Configuring Messaging within CITSmart
slug: citsmart-8-en/configuring-messaging-within-citsmart
description: Learn how CITSmart streamlines communication between requesters and technicians via email messages. This document offers step-by-step instructions for configuring your email account and provides essential guidelines for sending emails, such as including t
docTags: 
createdAt: 2022-01-21T15:46:31.000Z
---

****<font color="#3b9f0f">**CITSmart**</font> provides a communication channel between the requester (Smart Portal)
&#x20;and the technician (service/ticket request area) through message (e-mail).&#x20;

This communication aims to facilitate the resolution of a ticket. This knowledge gathers information pertinent to the configuration of the messaging service.

## Before getting started

- [x] It is necessary to configure the e-mail account (**SMTP**) beforehand (check the related item).

## Procedure

1. In order for the messaging service to be available within <font color="#3b9f0f">**CITSmart**</font>, it is
   &#x20;necessary to **configure the parameter 417 with the ID number of the e-mail template** that has some variables to be sent to the messaging;
2. Below are the keys for sending an e-mail:
   - $&#x7B;IDSERVICEREQUEST} - Number of the ticket (public key);
   - $&#x7B;COMMENTTEXT} - Description of the comment made on the messaging;
   - $&#x7B;DATETIMECREATED} - Date the comment was registered;
   - $&#x7B;USERNAME} - Name of the user that made the comment;
   - $&#x7B;REQUESTERNAME} - Name of the requester;
   - $&#x7B;REQUESTRESPONSIBLENAME} - Name of the technician responsible for the
     &#x20;ticket attendance.