--- title: Ticket E-mail Key Fields slug: citsmart-8-en/ticket-e-mail-key-fields description: Boost the efficiency of your Service Request Management with this comprehensive list of key fields to reference information and streamline email templates. From contact details to SLA agreements and urgency, ensure all relevant information is seamlessly i docTags: createdAt: 2022-01-24T17:55:05.000Z --- This document is intended to **provide the available fields** to reference information in **Service Request Management** and insert it into the e-mail templates. ## List of Key Fields The key fields available for insertion in the e-mail template file related to the Service Request are listed below: | **Key Fields** | **Description** | | -------------------------------------- | ---------------------------------------------------------------------------------------------------------------------------- | | **${CAUSEDETAIL}** | Detail of Cause of the Incident. Inform the details of the cause of the incident. | | **${CONTACTEMAIL}** | Applicant's E-mail for Contact. Inform the e-mail of the applicant. | | **${CONTACTNAME}** | Name of Applicant for Contact. Provide the name of the requestor for contact. | | **${CONTACTPHONE}** | Applicant's Telephone for Contact. Inform the contact's telephone number. | | **${CONTRACTNAME}** | Contract of the Request. Inform the name of the contract regarding the service/incident request. | | **${CURRENTGROUP}** | Current Attendance Group. Inform the current group, responsible for the service request. | | **${CURRENTGROUPNAME}** | Returns the description of the Group Name in which the service request is currently located. | | **${CURRENTPHASE}** | Current Phase of the Request. Report the current phase of the service request. | | **${DATETIMEREACTIVATIONSLASTR}** | SLA start date and time. Inform the start date and time of the SLA (Service Level Agreement). | | **${DEADLINESTR}** | Deadline for request. Inform the deadline (date and time) to attend the request. | | **${DEMANDTYPENAME}** | Type of Request. Inform the type of request (Incident or Request). | | **${DESCRIPTION}** | Description of the Request. Inform the description of the service request. | | **${DESCRSITUATION}** | Description of the Request Status. Inform the description of the current situation of the Request. | | **${ENDDATETIME}** | End date of the Request. Inform the date and time from when the service/incident request was completed. | | **${GROUPLEVEL1}** | Level 1 Group. Inform the Level 1 group configured to fulfill the request. | | **${IDSERVICEREQUEST}** | Request Number. Inform the service request number. | | **${IMPACT}** | Impact of Service Request/Incident. Inform the identification of the impact of the service request. | | **${LINKSATISFACTIONSURVEY}** | Link to the satisfaction survey. Inform the link to evaluate the service request. | | **${LINKSERVICEREQUEST}** | Link to the service request. Report the link to view the service request record. | | **${OBSERVATION}** | Applicant Contact Notes. Inform the notes described in the service request. | | **${ORIGINNAME}** | Origin of the Request. Inform the source of the service request. | | **${OVERDUESLASTR}** | SLA Delay Time. Report the SLA (Service Level Agreement) delay time. | | **${OWNERDEPARTMENTNAME}** | Responsible Unit. Inform the unit of the person responsible for attending the service request | | **${OWNERNAME}** | Responsible for the Registration of the Request. Inform the person responsible for registering the service request. | | **${PRIORITY}** | Priority of the Request of the Request. Inform the priority of service request fulfillment. | | **${REQUESTDATETIMESTR}** | Date and time of the request. Inform the date and time of service of the service/incident request. | | **${REQUESTERDEPARTMENTNAME}** | Applicant's Unit. Inform the requester's unit. | | **${REQUESTERNAME}** | Name of Applicant. Inform the name of the applicant. | | **${REQUESTERUNITY}** | Name of Applicant and Unit. Inform the name of the applicant and the unit in which it is allocated. | | **${RESPONSE}** | Description of the Closing of the Request. Inform the description of the closing of the service request. | | **${SERVICENAME}** | Service Name. Inform the name of the requested service. | | **${SERVICENAME}** | Service Requested. Inform the name of the requested service. | | **${SITUACTION}** | Status of the Request. Inform the current situation of the service request. | | **${SLATOAGREE}** | SLA "To Combine". Inform if the SLA is to match. | | **${STARTDATETIME}** | Start date and time of request record. Inform the date and time when the service/incident request was recorded. | | **${URGENCY}** | The urgency of the Request. Inform the identification of the urgency of the service request. | | **$(CURRENTRESPONSIBLE)** | Use for Delegation e-mails - Key that returns the name of the user who was delegated on a ticket | | **${NOTE}** | Use in e-mails triggered when adding, replying, or editing an occurrence - Key that returns the description of an occurrence | **Table 1 - List of Key Fields**