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.

A list of placeholders can be found in the available data fields. The following additional placeholders are available while editing the email-template:

Placeholder Description
{email} Email address of the resource
{ressourcestundensatz} Hourly rate of the resource the ticket is assigned to
{ServerURL} Full qualified address to the Server, used for linking to tickets
{subtemplate} Insert the history of the ticket into the template
{subtemplatelaststep} Insert the last editing step of the ticket into the template
{summezeit} Accumulated time spend resolving the ticket
{zeit_mal_ressourcestundensatz} Hourly rate of the resource times the accumulated time spend to resolve the ticket for reporting calculations

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.