Each template file for auto-emails contains three components by default:
<%name_of_placeholder%>
,You can change text and formatting specifications as you wish and edit (remove, insert, move) the 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 |
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 |
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 |
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
.
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:
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:
Changes in the template files are automatically detected by the INETAPP server. It is not necessary for the INETAPP admin to intervene.