Home > Email Parameters
The drop-down options included in the Email Parameters lists used within the Full Email Templates throughout the application, are drawn from the following parts of the system:
Parameter options for Account Information, LDAP Information, Password Information templates:
Parameter |
Source |
Account Type |
The Default User Role derived from the Customer or User information screen. |
First Name |
Derived from Customer or User information screen. |
Full Name |
Derived from Customer or User information screen and combines the First and Last Name. |
Password |
Derived from Customer or User information screen. |
Title |
Derived from Customer or User information screen.
|
Username |
Derived from Customer or User information screen. |
Parameters for the request, Approve Change, Approve Service Request, Closed, Closed Timeout templates:
Parameter |
Source |
Classification |
Drawn from the Classification field, in the Summary tab of a request. |
Close Date |
Shows the Close Date as recorded in the Service Terms information of the request. |
Country |
Derived from the Country field window in the Customer Tab of a request. |
Customer Name |
Derived from the Customer Field in the Summary tab of a request. |
Customer Phone |
Derived from the Contact Phone Field in the Summary tab of a request. |
Customer Room |
Derived from the Item Room Field in the Summary tab of a request. |
Date Style |
Detail drawn from the Admin>Setup>Privileges> Customer tab. |
Due Date |
Derived from the Service Terms window in the Summary Tab of a request. |
Email Locale |
Derived from the Contact tab of the Customer Information details. |
FSC Date |
Derived from the Service Terms window in the Summary Tab of a Change Request. |
Handshaking
Close |
Derived from the Org Unit associated with the Customer or number of default days defined in the Setup>Privileges>Requests tab. |
Identifier |
Derived from the Item Identifier Field in the Summary tab of a request. |
Item # |
The Item Number is derived from the Item details recorded in the Customer Tab of a request. |
Item Type |
The Item Type is derived from the Item details recorded in the Customer Tab of a request. |
Last Note ID |
Shows the system generated Note identification number as a hyperlink, for the Note last added to a request. When clicked by the Customer or User, defaults to the request information screen for that request inside the system. |
Notes |
Details the number of Notes added to a request. |
Open Date |
Derived from the Service Terms window in the Summary Tab of a request. |
Org Unit |
Derived from the Org Unit field window in the Customer Tab of a request. |
Priority |
Derived from the Priority Details as recorded in the Summary tab of a request. |
Process |
Shows if the request is a Service Request, Incident, Problem or Change. |
Request Description |
Derived from the initial Description entered for the request, as recorded in the Summary tab. |
Request Id |
Shows the system generated request identification number. |
Request URL |
Shows the request identification number as a URL to allow the Customer to enter the system within the specific request screen by clicking the URL. |
Subject |
Derived from the Subject entered for the request that is populated from an Email Subject line or directly into the application, and recorded in the Summary tab. |
Team |
Shows the Team assigned to manage the request. |
Team Phone |
Display the Team telephone number as recorded in the Team Information screen. |
Technician Name |
Shows the name of the Technician assigned to the request. |
Title |
Derived from Customer or User information screen.
|
Parameter available in Contract Time templates:
Parameter |
Source |
Threshold |
Draws the percentage from the Threshold field in the Setup>Billing>Contracts tab. |
Options for the Invoice templates:
Parameter |
Source |
Adjustment |
Drawn from the Cost Calculations field, and is the amount that is deducted from the sub-total. |
Customer Name |
Derived from the Customer Details Name field on the invoice. |
Customer Title |
Derived from Customer Information screen.
|
Delivery Status |
Shows the assigned Delivery Status from the Invoice. |
Due Date |
Drawn from the Order Details of the invoice. |
Entered By |
Drawn from the Order Details of the invoice. |
Invoice # |
Shows the system generated Invoice Number. |
Invoice Date |
Drawn from the Order Details of the invoice. |
Invoice Status |
Derived from the Status field of the invoice. |
Line Items Total |
Derived from the Costs section of the Invoice and shows the overall cost for Items on the invoice. |
List of Item Type Line Items |
When Items are associated with an invoice, shows the details recorded in the Item Type field. |
List of Maintenance Contract Line Items |
When Contracts are associated with an invoice, shows the details recorded in the Contract Type Name field. |
Notes |
Shows any details recorded in the Notes field of the invoice. |
Order Date |
Drawn from the Order Details and shows the date the invoice was received. |
Org Unit |
Derived from the Customer Details and shows the customer's associated Org Unit. |
PO Number |
Drawn from the Order Details and shows the Purchase Order number associated with the invoice. |
Payment Date |
Shows date of payment for the invoice based on details recorded in the Invoice Status section. |
Payment Status |
Shows if payment has been received for the invoice based on details recorded in the Invoice Status section. |
Processed By |
Drawn from the Order Details and shows the name of the User who processed payment of the invoice. |
Shipping |
Shows the Shipping Costs as derived from the Costs section of the invoice. |
Shipping Date |
Derived from the Status section of the invoice and shows the expected shipping date of goods. |
Tax |
Drawn from the Costs Section and shows the tax applied to the invoice. |
Tax Rate |
Drawn from the Costs Section and shows the tax rate applied to the invoice. |
Terms and Conditions |
Shows details recorded in the Terms and Conditions field of the invoice. |
Total |
The Grand Total of the Invoice, including tax and any adjustments. |
Tracking Number |
Drawn from the Tracking Number field within the Status section of the Invoice. |
Parameters for the Item Status Change template:
Parameter |
Source |
Category |
Shows the Item Category from the Item Information tab. |
Criticality |
Shows the assigned Criticality of the Item as recorded in the Item Information tab. |
Item Number |
Shows the Item Number as recorded in the Item Information tab. |
Item Type |
Details the Item Type as entered in the Item Information tab. |
Status |
Shows the Status of the Item as recorded in the Item Information tab. |
Parameter for the New Attachment template:
Parameter |
Source |
File Name |
Allows the file name of the newly received attachment to be included in the email to the User. |
Parameters for the Escalation templates:
Parameter |
Source |
Current Technician |
Shows the name of the newly assigned Technician. |
Previous Technician |
Shows the name of the Technician who was previously assigned the request. |
Process |
Shows the ITIL Process of the request, i.e., Change, Incident, Problem or Service Request. |
Request ID |
Shows the Request identification number. |
Parameters for the request Status update templates:
Parameter |
Source |
New Status |
Shows the details of the newly assigned Workflow State. |
Previous Status |
Shows the Status name of the previously assigned to the request. |
Process |
Shows the ITIL Process of the request, i.e., Change, Incident, Problem or Service Request. |
Request ID |
Shows the Request identification number. |
Parameters for the SLA templates:
Parameter |
Source |
Hr/Min |
Shows the time as recorded in hours or minutes, based on the SLA configuration. |
Name |
Shows the name of the SLA. |
Phase |
Shows the SLA phase of Response Time, Restoration Time or Resolution Time. |
Process |
Shows the ITIL Process of the request, i.e., Change, Incident, Problem or Service Request. |
Time Elapsed |
Shows the amount of time passed for the phase of the SLA. |
Time Limit |
Shows the amount of total time associated with the phase of the SLA. |
Parameters for the Survey templates:
Parameter |
Source |
Description |
Shows the content included in the Description field of the survey. |
Name |
Shows the Title of the survey. |
Number of Questions |
Shows the number of questions included in the survey. |