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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.

  • This option is visible if Enable Titles is selected within the Admin>Setup>Privileges>Customer.

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
Days

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.

  • This option is visible if Enable Titles is selected within the Admin>Setup>Privileges>Customer.

 

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.

  • This option is visible if Enable Titles is selected within the Admin>Setup>Privileges>Customer.

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.