Ticket E-mail Key Fields
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
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