--- title: Ticket E-mail Key Fields slug: en/ticket-e-mail-key-fields description: Learn how to effectively reference information in Service Request Management and insert it into email templates using this comprehensive document. It includes a list of key fields essential for accurate and efficient communication, covering crucial detail docTags: createdAt: 2021-10-27T01:02:24.000Z --- This document is intended to **provide the available fields** to reference information in **Service Request Management** and insert it into the e-mail templates. ## Before getting started - [x] E-mail triggering occurs only after setting the email box ## 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** ****