System templates

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The following table shows which parser variables are available in which reply templates. The standard variables are Message, Company, Customer, Ticket, and Config. Other variables are explained below the main table.

Template Message Company Customer Ticket Config Other
notification of open requests x x x x ticket.lastMessage
notification of new message x x x x x
notification of activated request x x x x
notification of escalated request x x x x
new request notification x x x x x ticket.lastMessage
request reassignment x x x x
notifying a new message in the hotlist x x x x x
notifying an activated request in the hotlist x x x x
escalated request in the hotlist x x x x
notifying reassignment of a request in the hotlist x x x x
new customer contacts x x custPassword
from
to
autoreply x x x x
sending password to customer contacts x x from
to
formatting FAQ questions x x x faq.question
faq.answer

Other parser variables

Variable Description
ticket.lastMessage the last message on the request
custPassword the un-encrypted version of the password only if this customer was generated at the same time as the "new customer" email was sent and encryption is turned on
from the sender email address
to the recipient address
faq.question the first message in the request that "publish" was called from
faq.answer the last message in the request that "publish" was called from