Template files

The emails sent by INETAPP are based on text templates, which are located in the directory of the application data to i-net HelpDesk and which can be edited freely:

  • Windows: C:\ProgramData\-net software\helpdesk_System_i-net HelpDesk\Templates
  • Linux: /root/.i-net software/helpdesk_System_i-net HelpDesk/Templates
  • Mac: /var/root/.i-net software/helpdesk_System_i-net HelpDesk/Templates

Write the text you want as fixed information in the template. Use placeholders to determine which information should be inserted from the record of the ticket.

For each template there are two files (depending on the desired email format) with the same name and the file formats: HTML and TXT. Below is the description of each checkbox and the name of the corresponding HTML file.

Send email to resource at ...
New order (authorization) autorisierenres.html
email receipt for existing order, user comment or reactivation maileingangres.html
resubmission to appointment vorlage.html
forwarding of an existing order manueskares.html
automatic escalation threshold exceeded 'yellow' warning.html
Threshold overflow 'Red' for automatic escalation warning.html
Automatic escalation of an existing order autoeskares.html
Threshold overrun 'Yellow' on deadline overrun warning.html
Threshold overrun 'Red' if deadline is exceeded warning.html
exceeded deadline automahn.html
Send email to dispatcher on ...
request of a user anfrage.html
forwarding of an existing order manueskadisp.html
automatic escalation of an existing order autoeskadisp.html
Deadline overrun automahn.html
Send email to user on ...
authorize a request for an order autorisierenuser.html
ending an order beenden.html
New request via email (a template for the incoming account must be specified) in the mailbox definition