Edit templates

Each template file for auto-emails contains three components by default:

  • the subject of the email (HTML: content between the "title tags"; TXT: the first line),
  • the placeholder <%name_of_placeholder%>,
  • the other text or formatting specifications.

You can change text and formatting specifications as you wish and edit (remove, insert, move) the placeholders.

Available placeholders

Below is the list of available placeholders. When sending the auto-email, the respective content of the concrete ticket is set in place of the placeholder, e.g. for <%OnID%> the order number of the ticket.

Abteilung Field in the ticket user's master data
Adresse Field per location/customer in 'Options' menu, 'Location/Customer' tab
Anfragedatum Request date
AufID Ticket ID
AufIDXXX Ticket ID in the subject of the email with the keyword 'TicketID' as prefix and a letter string as suffix, e.g. 'TicketID 4711ABCD'
Auftrag Inquiry text
AuftragfreiX X stands for the number of the respective order field 1-4, 6, 7
BenutzerfreiX User fields, X stands for the number of the respective field 1-6
Betreff Category of the ticket
Computername Field in the ticket user's master data
Date Current Date
DeadlineZeit Date and time of a deadline for this ticket
DerBetreff Subject of the ticket
DisID Dispatcher-ID
Dispatcher Name of the Dispatchers, who authorized the request into a ticket
Email Resource email address
E-Mail Absender chosen sender for the email
E-Mail disp email address of the dispatcher
E-Mail Empfaenger email address of the receiver
EmailEingang Name of the inbox
Firma Company information from the configuration
GebBezeichnung Field for location/customer in the user's master data
ItilBezeichnung Designation of the ITIL process
Kennung Field in the ticket data
Klassifizierung Short name for the field classification in the ticket data
KlassifizierungInfo Description text of the classification
Kostenstelle Field in the ticket user's master data
LetzterBearbeiter last / current ticket editor
logo Placeholder in HTML auto email templates for your own logo. Choose file name and location here: Configuration > General > Company data > URL to own logo.
Nachname Field in the ticket user's master data
Name Absender Display name of the selected sender
PriBezeichnung Priority of the order
producer Email address of the editor (used to suppress emails to the editors themselves).
ResBezeichnung Name of the resource from which this ticket is processed
ResMsgText Text at "Enter message" in the context menu of a resource in the resource tree
ressourcestundensatz, subtemplate see below
StatusBezeichnung Current status of the order
summezeit Time expenditure already incurred
Telefon Field in the user's master data
the Message Error message text to the sender if an email was not read in, e.g. because the ticket has already been closed for a long time
Time Current time
UserEmail Email address of the ticket user
Username User name field in the ticket user's master data
Vorname Field in the ticket user's master data
wvZeit Date and time of resubmission of a ticket or appointment
zeit_mal_ressourcestundensatz Result is displayed with two digits after the decimal point, but without the currency symbol. If the product results in 0, then nothing is displayed.
Zimmer Field in the ticket user's master data

Subtemplate (placeholder <%subtemplate%>)

In a template file, the placeholder <%subtemplate%> can be inserted. The file "finish.html" already contains this placeholder by default. The placeholder ensures that the history of the ticket is included in the auto-email, e.g., the content of the realization could be communicated to the user when a job is finished.

The following placeholders are in the sub-template:

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
  • Note: Each of these placeholders can only ever be used in <%subtemplate%>, NOT directly in a template file.

Placeholders that are not desired, often 'hourly rate', can be removed from <%subtemplate%>. Depending on the set format of the auto-emails, edit either the "subtemplate_text.txt" (for text-only) or "subtemplate_html.txt" (for HTML text) file to do this.

Note: You specify the format of the auto-emails here: Configuration > Search line 'format mail' > Auto emails > More settings > Format of auto emails.

Ticket history: change sort order, show only latest step

By default, the <%subtemplate%> placeholder lists all editing steps from old to new. This behavior can be changed here: Home > Configuration > Search line 'order' > Auto emails > Other settings > Order of editing steps.

The listbox offers the following options:

  • From old to new (default)
  • From new to old
  • Only the newest step

Subtemplatelaststep (Placeholder <%subtemplatelaststep%>)

This placeholder is used to insert the contents of the last edit into an auto-mail file. By default, the placeholder is contained in the file maileingangres.html or maileingangres.txt. In this case, the content of the customer's reply mail is inserted into the auto-mail to the resource. The following placeholders are included:

  • action, who, mail sender, mail recipient, what.
  • Note: Each of these placeholders can only ever be used in <%subtemplate%>, NOT directly in a template file.

Updating templates

Changes in the template files are automatically detected by the INETAPP server. It is not necessary for the INETAPP admin to intervene.