Edit Auto Email Template
The Edit Auto Email Template allows to modify a template, either new or existing. The dialog first provides information about the templates name and purpose, the template set it belongs to and the language it is edited for.
Each email template may have an HTML and a plain text definition. The HTML definition is usually the primary one, so the plain text definition can be created automatically by option.
To edit the template in HTML Text format, an advanced editing interface is available where text formatting can be performed.
Available placeholders
In both formats it is possible to use placeholders. The default placeholders can be selected from a list in the menu. However, with the help of JavaScript Triggers it is also possible to pass your own placeholders.
Ticket Owner
| Placeholder | Name |
|---|---|
{adresse} |
Adresse |
{computername} |
Computername |
{kostenstelle} |
Cost Center |
{abteilung} |
Department |
{usermail} |
|
{vorname} |
First Name |
{nachname} |
Last Name |
{gebbezeichnung} |
Location |
{zimmer} |
Room |
{telefon} |
Telephone |
{benutzerfrei1} |
User Field 1 |
{benutzerfrei2} |
User Field 2 |
{benutzerfrei3} |
User Field 3 |
{benutzerfrei4} |
User Field 4 |
{benutzerfrei5} |
User Field 5 |
{benutzerfrei6} |
User Field 6 |
{benutzerklasse} |
User Class |
{username} |
User Name |
Ticket
| Placeholder | Name |
|---|---|
{klassifizierung} |
Classification |
{klassifizierunginfo} |
Classification |
{deadlinezeit} |
Deadline |
{dispatcher} |
Dispatcher Anzeigename |
{dispatcherusr} |
Dispatcher ID |
{email} |
|
{e-mail empfaenger} |
Email Recipient |
{e-mail absender} |
Email Sender |
{e-mail disp} |
Email Dispatcher |
{emaileingang} |
Email inbox |
{the message} |
Error Message |
{itilbezeichnung} |
ITIL |
{kennung} |
Identifier |
{anfragedatum} |
Inquiry Date |
{anfragedatumgmt} |
Inquiry Date (GMT) |
{auftragfrei4} |
Interested Parties |
{auftrag} |
Order |
{auftragfrei1} |
Order Field 1 |
{auftragfrei2} |
Order Field 2 |
{auftragfrei3} |
Order Field 3 |
{auftragfrei4} |
Order Field 4 |
{auftragfrei5} |
Order Field 5 |
{auftragfrei6} |
Order Field 6 |
{auftragfrei7} |
Order Field 7 |
{pribezeichnung} |
Priority |
{producer} |
Producer |
{resbezeichnung} |
Resource |
{ressourcestundensatz} |
Resource Hour Rate |
{wvzeit} |
Resubmission Time |
{statusbezeichnung} |
Status |
{derbetreff} |
Subject |
{subtemplate} |
Subtemplate |
{aufid} |
Ticket Number |
{aufidxxx} |
Ticket Number |
{zeit_mal_ressourcestundensatz} |
Time * Resource Hour Rate |
{summezeit} |
Total Time |
Other
| Placeholder | Name | Description |
|---|---|---|
{firma} |
Company | Company information |
{date} |
Date | The current date |
{logo} |
Logo | The logo image of the server |
{time} |
Time | The current time |
{ServerURL} |
Full qualified address to the Server, used for linking to tickets | |
{subtemplatelaststep} |
Insert the last editing step of the ticket into the template | |
Ticket history: placeholder {subtemplate}
The placeholder {subtemplate} can be inserted in a template. The placeholder ensures that the history of the ticket is included in the auto-email, e.g., the content of the processing steps could be communicated to the user when a job is completed. In the standard set, the template [beenden] already contains this placeholder.
The following placeholders are available in the subtemplate:
| Placeholder | Description |
|---|---|
{Aktion} |
Lists all processing steps of the ticket |
{wann} |
Date of the respective processing step |
{von} |
start time of the processing step |
{bis} |
end time of the processing step |
{was} |
Text entered during this processing step |
{Stundensatz} |
hourly rate of the resource where the ticket is located for processing |
{wer} |
Name of the user who performed this edit step |
Placeholders that are not desired, often for example {Stundensatz}, can be removed from the [subtemplate] template.
Note: Each of these placeholders can only ever be used in the [subtemplate], not directly in another template.
Last editing step: placeholder {subtemplatelaststep}
This placeholder is used to insert the contents of the last edit into an auto-mail file. By default, the placeholder is included in the [maileingangres] template. In this case, the content of the client's reply mail is inserted into the auto mail to the resource.
The following placeholders are included:
| Placeholder | Description |
|---|---|
{Aktion} |
Lists all processing steps of the ticket |
{Mail-Absender} |
e-mail address of the sender |
{Mail-Empfänger} |
e-mail address of the recipient |
{was} |
Text entered during this processing step |
{wer} |
Name of the user who performed this editing step |
Note: Each of these placeholders can only ever be used in [subtemplatelaststep], not directly in another template.
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