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Title
Variables to Configure Email Templates -
Description
When working with email templates for each queue, it may become necessary to include tokens which will place attributes from the ticket or service desk in the body of the email. These tokens are listed in the KACE Systems Management Appliance (SMA) Administrator Guide and are sometimes updated with a new SMA version. Having quick access to the available tokens may assist with email template creation.
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Resolution
Tokens used in all email templates
$helpdesk_email The email address associated with the Service Desk queue. This address is configured on the Queue Detail page. $helpdesk_name The name of the Service Desk queue. This name is configured on the Queue Detail page. $userui_url A link to the User Console. Access to the User Console requires login credentials. Tokens used in ticket-related email templates
$change_desc A formatted representation of the changes that were made the last time the ticket was saved, including both field changes and comments. $last_attachment The most recent attachment added to the ticket. $last_comment The most recent comment added to the ticket. $summary The current summary of the ticket. $ticket_approver_email The email address of the ticket approver. Having this address is especially useful for Comments email notifications. $ticket_approver_name The name of the ticket approver. Note: The approver name and contact information is derived from the USER record associated with the fields on the ticket. $ticket_approver_phone_home Contact information for the ticket approver. $ticket_approver_phone_mobile Contact information for the ticket approver. $ticket_approver_phone_pager Contact information for the ticket approver. $ticket_approver_phone_work Contact information for the ticket approver. $ticket_custom_X_label The label and value used for a custom field, where X represents the index number of the custom field. For example, if a queue has a ticket field labeled, CUSTOM_5, and that field is configured with the label Location Name, the system replaces $ticket_custom_5_label with the text, Location Name. The token, $ticket_custom_5_value is replaced with the ticket value that was saved for the Location Name field, such as, Topeka or Albuquerque. By default, all ticket queues are configured with 15 custom fields, but this number can be increased as needed. Note: Each queue can have different custom fields and different email template configurations. $ticket_custom_X_value The label and value used for a custom field, where X represents the index number of the custom field. For example, if a queue has a ticket field labeled, CUSTOM_5, and that field is configured with the label Location Name, the system replaces $ticket_custom_5_label with the text, Location Name. The token, $ticket_custom_5_value is replaced with the ticket value that was saved for the Location Name field, such as, Topeka or Albuquerque. By default, all ticket queues are configured with 15 custom fields, but this number can be increased as needed. Note: Each queue can have different custom fields and different email template configurations. $ticket_due_date The due date as saved on the ticket. Administrators can override automatic due dates with manual due dates if necessary. $ticket_escalation_minutes The time, in minutes, between periodic notifications. This time is determined by the Escalation Time configured for the ticket priority in the queue. For example, if tickets with the priority of High have an Escalation Time of 30 minutes, this email is sent every 30 minutes for High priority tickets until the ticket priority changes or until the ticket is closed. This token is typically used in the Ticket Escalated email template, to inform recipients of the frequency of email notifications. $ticket_fields_visible Include all the ticket fields that are visible for the user who is forwarding the ticket by email. Tip: If you use HTML/Markdown, the $ticket_fields_visible token must be enclosed in the < pre > tag to prevent formatting, such as line breaks, from being discarded. For example: < pre >$ticket_fields_visible< / pre > $ticket_history The complete history of the ticket. Note: For some tickets, the history information can become very detailed and too large to send through email. If the complete history is not needed, use $ticket_history_X to limit the number of records to include. $ticket_history_X A specified number of records in the ticket history. X indicates the number of records to include, beginning with the most recent. $ticket_id A unique identifier assigned to the ticket, also called the ticket number. Using this identifier is the primary method for users to identify tickets. $ticket_number A formatted version of the ticket ID. This version begins with TICK followed by a minimum of five digits. For example, a ticket with ID 4321 is displayed as TICK:04321. This format is especially useful in email Subject lines to make sure that email replies link to the correct tickets. $ticket_owner_email The email address of the Service Desk administrator assigned to the ticket. $ticket_owner_name The name of the Service Desk administrator assigned to the ticket. Note: The owner name and contact information is derived from the USER record associated with the fields on the ticket. $ticket_owner_phone_home Contact information for the Service Desk administrator assigned to the ticket. $ticket_owner_phone_mobile Contact information for the Service Desk administrator assigned to the ticket. $ticket_owner_phone_pager Contact information for the Service Desk administrator assigned to the ticket. $ticket_owner_phone_work Contact information for the Service Desk administrator assigned to the ticket. $ticket_priority The priority assigned to the ticket. Default values include High, Medium, and Low. $ticket_resolution Information about what was done to resolve the ticket as described in the ticket’s Resolution field. $ticket_status The status of the ticket. Defaults include New, Opened, Closed, Need More Info, Reopened, Waiting Overdue, Waiting on Customer, and Waiting on Third Party. $ticket_submitter_email The email address of the submitter. $ticket_submitter_name The name of the submitter. Note: The submitter name and contact information is derived from the USER record associated with the fields on the ticket. $ticket_submitter_phone_home Contact information for the submitter. $ticket_submitter_phone_pager Contact information for the submitter. $ticket_submitter_phone_work Contact information for the submitter. $ticket_submitter_phone_mobile Contact information for the submitter. $ticket_title The title of the ticket as it appears on the Ticket Detail page. $ticket_url A link to the ticket in the User Console. Access to the User Console requires login credentials. $ticket_http_url A link to the ticket in the User Console. This format is used for backward compatibility on older systems. Access to the User Console requires login credentials. $ticket_https_url A secure link to the ticket in the User Console. Use this token if SSL is enabled on your appliance. This ensures that links sent through email work correctly. $userui_url A link to the home page of the User Console. Access to the User Console requires login credentials. Tokens used in error-related email templates
$error_text Used to identify a problem processing the submitted tokens. This error appears when: The system does not recognize a variable A variable is recognized, but the user does not have permission to change the field The variable attempts to change the approval status of the ticket but the user is not the approver $quoted_mail The content of the original email message. $subject The subject of the original email message. Note: Tokens that are invalid are ignored and they are not replaced in email messages. For example, if you add an unknown token such as $today, it is ignored, and it appears in the email message as $today.
See SMA Administrator Guide for more information.