Available data fields

The following is an overview of the fields/objects per trigger that can be evaluated and/or set via JavaScript. The tables show how the field can be used in the JavaScript code:

Read: means that this value can be read.
Write: means that this value will be written back to the data, thus changing the user or ticket. It should be noted that all values that are written must be a string in the form '<value>'.

The following outlines the fields for the corresponding JavaScript triggers:

Note: If fields are set that cannot be written, there is no error. However, their set value will not be included in the user or ticket data. Especially for the trigger Auto-email sent, this is nevertheless relevant, because setting new fields makes them available to the auto-email as well.

New request email arrived

The following fields are available when a new email is received for which a ticket is yet to be created. The configuration of a JavaScript trigger file is required for this.

Field Name	Context	Access Type	Note
`abteilung`	User	Write	User field
`aufid`	User	Write	Ticket number: if the trigger sets the `aufid` or if another `aufid` is found afterwards, then this email is assigned to the ticket and all further changes of this trigger are ignored. It is then an existing ticket and the Trigger for the emails received for existing tickets does the work.
`auftrag`	Ticket	Write	Inquiry text of the ticket
`auftragfrei1`	Ticket	Write	Free field 1 of the Ticket
`auftragfrei2`	Ticket	Write	Free field 2 of the Ticket
`auftragfrei3`	Ticket	Write	Free field 3 of the Ticket
`auftragfrei4`	Ticket	Write	Free field 4 of the Ticket
`auftragfrei5`	Ticket	Write	Free field 5 of the Ticket
`auftragfrei6`	Ticket	Write	Free field 6 of the Ticket
`auftragfrei7`	Ticket	Write	Free field 7 of the Ticket
`benutzerfrei1`	User	Write	Free field 1 of the User
`benutzerfrei2`	User	Write	Free field 2 of the User
`benutzerfrei3`	User	Write	Free field 3 of the User
`benutzerfrei4`	User	Write	Free field 4 of the User
`benutzerfrei5`	User	Write	Free field 5 of the User
`benutzerfrei6`	User	Write	Free field 6 of the User
`benutzerklasse`	User	Write	Name of a User Class from the configuration to be assigned to the user
`betreff`	Ticket	Write	Category name of the ticket
`computername`	User	Write	User field
`deadlinezeit`	User	Write	Deadline of the ticket in the format `dd.MM.yy, HH:mm`, `MM/dd/yy, HH:mm a` or `dd/MM/yyy, HH:mm`, with a date that is maximum 60 days in the future liegt
`derbetreff`	Ticket	Read	Ticket subject, which can be overwritten with `subject`.
`emaileingang`	Ticket	Read	Incoming mailbox for this ticket
`gebbezeichnung`	User	Write	Location/Customer of the user
`itilbezeichnung`	Ticket	Write	Value of the ITIL status of the ticket
`kennung`	Ticket	Write	Ticket field
`klassifizierung`	Ticket	Write	Classification display name
`kostenstelle`	User	Write	User field
`locale`	User	Read	Short form of the user's language setting. Possible values `de`, `en`, or `xx` (default).
`nachname`	User	Write	Last name of the user
`newuser`	User	Write	Boolean true if the user is to be created
`pribezeichnung`	Ticket	Schreiben	Display name of the priority
`priid`	Ticket	Write	Ticket priority
`resanwesend`	Ticket	Read	Boolean true if the request was made during the set workingtime of the resource
`resbezeichnung`	Ticket	Write	Name of the resource of the ticket
`resbezeichnungstart`	Ticket	Write	Alternatively: start sequence of the name of the resource of the ticket
`sender`	Email	Write	Sender email address
`status`	Ticket	Read	Ticket status number
`subject`	Email	Write	Subject coming from the email
`telefon`	User	Write	User field
`wvzeit`	Ticket	Write	Time of resubmission of the ticket with the format `dd.MM.yy, HH:mm`, `MM/dd/yy, HH:mm a` or `dd/MM/yyy, HH:mm`, with a date that is not more than 60 days in the future.
`vorname`	User	Write	User first name
`zimmer`	User	Write	User field
`foreign key`	Email	Write	Key from remote system
`local key`	Email	Write	Key/TicketID from this system
`X-Mailer`	Email	Write	User field
`#<NAME>`	Email	Read	Header fields of the read email
`suppressaction`	Email	Write	Can be set to suppress reactions to the email. The following values can be used:
			automails	Automatic emails to users, resources or dispatchers are suppressed.
			errormails	Automatic emails to the sender about errors, e.g. "no reactivation possible"/"creation of new tickets not possible", are suppressed.
			actions	Changes to status, reactivation, set unread, etc., and fields are suppressed. The e-mail is recorded only as an editing step. This option does not prevent the creation of new tickets.
			all	All previously mentioned reactions are suppressed.

New answer email arrived

The following fields are available when an email is received for which a ticket already exists. The configuration of a JavaScript trigger file is required for this.

Field Name	Context	Access Type	Note
`abteilung`	User	Write	User field
`auftrag`	Ticket	Write	Inquiry text of the ticket
`auftragfrei1`	Ticket	Write	Free field 1 of the Ticket
`auftragfrei2`	Ticket	Write	Free field 2 of the Ticket
`auftragfrei3`	Ticket	Write	Free field 3 of the Ticket
`auftragfrei4`	Ticket	Write	Free field 4 of the Ticket
`auftragfrei5`	Ticket	Write	Free field 5 of the Ticket
`auftragfrei6`	Ticket	Write	Free field 6 of the Ticket
`auftragfrei7`	Ticket	Write	Free field 7 of the Ticket
`benutzerfrei1`	User	Write	Free field 1 of the User
`benutzerfrei2`	User	Write	Free field 2 of the User
`benutzerfrei3`	User	Write	Free field 3 of the User
`benutzerfrei4`	User	Write	Free field 4 of the User
`benutzerfrei5`	User	Write	Free field 5 of the User
`benutzerfrei6`	User	Write	Free field 6 of the User
`benutzerklasse`	User	Write	Name of a User Class from the configuration to be assigned to the user
`betreff`	Ticket	Write	Category name of the ticket
`computername`	User	Write	User field
`deadlinezeit`	User	Write	Deadline of the ticket in the format `dd.MM.yy, HH:mm`, `MM/dd/yy, HH:mm a` or `dd/MM/yyy, HH:mm`, with a date that is maximum 60 days in the future liegt
`derbetreff`	Ticket	Read	Ticket subject, der it `subject` überschrieben werden kann.
`emaileingang`	Ticket	Read	Incoming mailbox for this ticket
`gebbezeichnung`	User	Write	Location/Customer of the user
`itilbezeichnung`	Ticket	Write	Value of the ITIL status of the ticket
`isdispatched`	Ticket	Read	Boolean true if the ticket was dispatched
`kennung`	Ticket	Write	Ticket field
`klassifizierung`	Ticket	Write	Classification display name
`kostenstelle`	User	Write	User field
`letzterbearbeiter`	Ticket	Read	Display name of the user who last edited the ticket
`locale`	User	Read	Short form of the user's language setting. Possible values `de`, `en`, or `xx` (default).
`nachname`	User	Write	Last name of the user
`pribezeichnung`	Ticket	Schreiben	Display name of the priority
`priid`	Ticket	Write	Ticket priority
`resanwesend`	Tickets	Read	Boolean true if the request was made during the set workingtime of the resource
`resbezeichnung`	Ticket	Write	Name of the resource of the ticket
`sender`	Email	Write	Sender email address
`status`	Ticket	Write	Ticket status number. Only writable if the ticket is authorized.
`statusbezeichnung`	Ticket	Write	Status name of the ticket. Only writable if the ticket is authorized
`resbezeichnungstart`	Ticket	Write	Alternativ: Startsequenz des Namens der Ressource des Tickets
`subject`	Email	Write	Subject coming from the email
`telefon`	User	Write	User field
`useremail`	User	Write	Email address of the user
`username`	User	Read	User short name
`vorname`	User	Write	User first name
`wvzeit`	Ticket	Write	Time of resubmission of the ticket with the format `dd.MM.yy, HH:mm`, `MM/dd/yy, HH:mm a` or `dd/MM/yyy, HH:mm`, with a date that is not more than 60 days in the future.
`zimmer`	User	Write	User field
`suppressaction`	Email	Write	Can be set to suppress reactions to the email. The following values can be used:
			automails	Automatic emails to users, resources or dispatchers are suppressed.
			errormails	Automatic emails to the sender about errors, e.g. "no reactivation possible"/"creation of new tickets not possible", are suppressed.
			actions	Changes to status, reactivation, set unread, etc., and fields are suppressed. The e-mail is recorded only as an editing step. This option does not prevent the creation of new tickets.
			all	All previously mentioned reactions are suppressed.

Auto-email sent

This trigger is called whenever emails can be sent. So also often after one of the other JavaScript triggers. All fields that are passed to this trigger can be changed, but are no longer written back to the master data, either user or ticket.

Data that is changed in this trigger only affects the email to be sent. All fields are available to the email as placeholders in the format {<fieldname>}.

Field Name	Context	Note
`abteilung`	User	User field
`adresse`	User	User field
`anfragedatum`	Ticket	Ticket request time
`anfragedatumgmt`	Ticket	Ticket request time in GMT
`aufid`	Ticket	Ticket-Nummer
`aufidxxx`	Ticket	Ticket number in the form needed in the email subject for later referencing.
`auftrag`	Ticket	Inquiry text of the ticket
`auftragfrei1`	Ticket	Free field 1 of the Ticket
`auftragfrei2`	Ticket	Free field 2 of the Ticket
`auftragfrei3`	Ticket	Free field 3 of the Ticket
`auftragfrei4`	Ticket	Free field 4 of the Ticket
`auftragfrei5`	Ticket	Free field 5 of the Ticket
`auftragfrei6`	Ticket	Free field 6 of the Ticket
`auftragfrei7`	Ticket	Free field 7 of the Ticket
`bearbeitungsdatum`	Ticket	Time of the last ticket change
`benutzerfrei1`	User	Free field 1 of the User
`benutzerfrei2`	User	Free field 2 of the User
`benutzerfrei3`	User	Free field 3 of the User
`benutzerfrei4`	User	Free field 4 of the User
`benutzerfrei5`	User	Free field 5 of the User
`benutzerklasse`	User	User field
`betreff`	Ticket	Category name of the ticket
`computername`	User	User field
`date`	Ticket	Current Date
`deadlinezeit`	User	Deadline of the ticket in the format `dd.MM.yy, HH:mm`, `MM/dd/yy, HH:mm a` or `dd/MM/yyy, HH:mm`, with a date that is maximum 60 days in the future liegt
`derbetreff`	Ticket	Ticket subject
`dispatcher`	Ticket	Display name of the ticket dispatcher
`dispatcherusr`	Ticket	Username of the ticket dispatcher
`email`	Ticket	Email address of the responsible resource
`e-mail absender`	Email	Sender email address
`e-mail bcc`	Email	BCC Field of the email
`e-mail cc`	Email	CC Field of the email
`e-mail disp`	Email	Ticket dispatcher email address
`e-mail empfaenger`	Email	To Field of the email
`emaileingang`	Ticket	Incoming mailbox for this ticket
`firma`	User	User field
`gebbezeichnung`	User	Location/Customer of the user
`info`	Email
`isdispatched`	Ticket	Boolean true if the ticket was dispatched
`itilbezeichnung`	Ticket	Value of the ITIL status of the ticket
`kennung`	Ticket	Ticket field
`klassifizierung`	Ticket	Classification display name
`klassifizierunginfo`	Ticket	Classification description
`kostenstelle`	User	User field
`letzterbearbeiter`	Ticket	Display name of the user who last edited the tick
`locale`	User	Short form of the user's language setting. Possible values `de`, `en`, or `xx` (default).
`logo`	Ticket	Logo-Bild-Datei
`mailtodispatcher`	Email	List of dispatcher email addresses. Either from the configuration, if they are entered there, or determined from the user data.
`nachname`	User	Last name of the user
`name absender`	Email	Display name of the sender of the email in the From field.
`pribezeichnung`	Ticket	Display name of the priority
`priid`	Ticket	Ticket priority
`producer`	Email	Email address of the user, der den Trigger ausgelöst hat
`resanwesend`	Tickets	Boolean true if the request was made during the set workingtime of the resource
`resbezeichnung`	Tickets	Name of the resource of the ticket
`resmsgtext`	User
`sendattachments`	Email	Boolean true if file attachments should be sent with the email
`status`	Ticket	Status value of the ticket
`statusbezeichnung`	Ticket	Status name of the ticket
`subtemplatesortorder`	Email	Sort order of editing steps when output via `subtemplate` placeholder
`telefon`	User	User field
`templatelanguage`	Email	short name, e.g. `de`, `en` for the language of the e-mail template
`templatename`	Email	Name of the email template, e.g. `authorize.html`, consisting of name and send format.
`templateset`	Email	Email-Template Set to be used
`the message`	Email	Contains the message that will be sent to the original sender in case of an error when reading emails.
`time`	Ticket	Current time
`totyp`	Email	Email sending type
`typdescription`	Email	Specified description of the executed action to be considered together with `totype`.
`useremail`	User	Email address of the user
`username`	User	User short name
`vorname`	User	User first name
`wvzeit`	Ticket	Time of resubmission of the ticket
`zimmer`	User	User field

User manually created a ticket

The following fields are available when a user creates a new ticket via the ticket application. The configuration of a JavaScript trigger file is required for this.

Field Name	Context	Access Type	Note
`abteilung`	User	Read	User field
`benutzerklasse`	User	Read	User field
`betreff`	Ticket	Write	Category name of the ticket
`bunfeld1`	Ticket	Write	Free field 1 of the Ticket
`bunfeld2`	Ticket	Write	Free field 2 of the Ticket
`bunfeld3`	Ticket	Write	Free field 3 of the Ticket
`bunfeld4`	Ticket	Write	Free field 4 of the Ticket
`bunfeld5`	Ticket	Write	Free field 5 of the Ticket
`bunfeld6`	Ticket	Write	Free field 6 of the Ticket
`bunfeld7`	Ticket	Write	Free field 7 of the Ticket
`computername`	User	Read	User field
`derbetreff`	Ticket	Write	Ticket subject
`email`	User	Read	Email address of the user
`frei1`	User	Read	Free field 1 of the User
`frei2`	User	Read	Free field 2 of the User
`frei3`	User	Read	Free field 3 of the User
`frei4`	User	Read	Free field 4 of the User
`frei5`	User	Read	Free field 5 of the User
`gebbezeichnung`	User	Read	Location/Customer of the user
`itilbezeichnung`	Ticket	Write	Value of the ITIL status of the ticket
`kennung`	Ticket	Write	Ticket field
`klassifizierung`	Ticket	Read	Classification display name
`kostenstelle`	User	Read	User field
`nachname`	User	Read	Last name of the user
`pribezeichnung`	Ticket	Write	Display name of the priority
`resbezeichnung`	Ticket	Write	Name of the resource of the ticket
`sprid`	User	Read	Short form of the user's language setting. Possible values `de`, `en`, or `xx` (default).
`telefon`	User	Read	User field
`useremail`	User	Read	Email address of the user
`username`	User	Read	User short name
`zimmer`	User	Read	User field
`suppressaction`	Email	Write	Can be set to suppress automails when a new ticket is manually created. The following value must be used:
`suppressaction`	Email	Write	automails	Automatic emails to resources or dispatchers are suppressed.

Ticket status changed and ITIL process changed

The two triggers provide the possibility of reading, not modifying, ticket and user data. They also do not modify the contents of the auto-email. Read fields can be used for logical operations.

Note: Both triggers are executed only on authorized tickets.

Note: The trigger "Ticket status changed" requires that the getStatus method (see here) has been defined in the trigger and contains the status of the ticket that is being changed.

Field Name	Context	Access Type	Note
`aufid`	Ticket	Read	Ticket number
`benutzerklasse`	User	Read	User field
`betreff`	Ticket	Lesen	Category name of the ticket
`e-mail empfaenger`	Email	Write	To Field of the email
`gebbezeichnung`	User	Read	Location/Customer of the user
`itilbezeichnung`	Ticket	Read	Value of the ITIL status of the ticket
`klassifizierung`	Ticket	Read	Classification display name
`pribezeichnung`	Ticket	Read	Display name of the priority
`priid`	Ticket	Read	Ticket priority
`resbezeichnung`	Tickets	Read	Name of the resource of the ticket
`sprid\| User`	Read	Short form of the user's language setting. Possible values `de`, `en`, or `xx` (default).
`status`	Ticket	Read	Status value of the ticket
`templatelanguage`	Email	Write	short name, e.g. `de`, `en` for the language of the e-mail template
`templatename`	Email	Write	Name of the email template, e.g. `authorize.html`, consisting of name and send format.
`templateset`	Email	Write	Email-Template Set to be used
`useremail`	User	Read	Email address of the user
`username`	User	Read	User short name