Keywords

Keyword

Direction

Description

Accept

Inbound

Accept or Yes is used to Approve Requests and must be included in the approval email.

Accepted

Outbound

Included in Subject line for emails generated when a request has been accepted  and sent to the person responsible managing the approval.

AddToGroup

Outbound

Not Used.

Article

Outbound

Included in the  Subject line of emails sent to Customers including an Knowledge Base Articles.

Author

Outbound

Included in content of Forum update message.

AutoReply

Outbound

Included in the Subject line of emails for error messages.

ChangeRequest

Inbound

Outbound

Customer must include in email Subject line when updating a Change Request.

Automatically included in Subject line of Change Request emails.

ChatLog

Outbound

Used in the Subject line of emails sent to Customer with a copy of a chat transcript.

Classification

Inbound

Included in Subject line with keyword “Item” e.g. Item Classification. Cannot be used alone.

Closed

Outbound

Included in Subject line of email responding to request, e.g. Incident Closed.

Contract

Outbound

Used in Subject line regarding Contract activity (i.e, Contract Active or Contract Low).

Created

Outbound

Included in Subject line of email responding to creation of a  request, e.g. Request (or Invoice) Created.

Customer

Outbound

Keyword in Subject line of email regarding a Contract status, e.g. Customer Name Contract Active

DeEscalated

Outbound

Included in Subject line of email to User regarding a request being de-escalated.

Deleted

Outbound

 Included in Subject line of email regarding a deleted request (or Invoice), e.g. Request Deleted.

Delivered

Outbound

 Included in Subject line of email regarding an Invoice, e.g. Item Delivered.

Details

Outbound

Included in Subject line of email responding to a request, e.g. Request (or Invoice) Details.

Escalated

Outbound

 Included in Subject line of email responding to request, e.g. Request Escalated.

Forum

Outbound

 Keyword in Subject line e.g. Forum Update

Group

Outbound

Not used

Hours

Inbound & Outbound

Used in emails when the system refers to hours. For example, SLA and Contract emails.

Incident

Inbound

Outbound

Customer must include in Subject line, when updating an Incident.

Automatically included in Subject line for emails generated regarding Incidents.

IncidentQueue

Outbound

Inserted as the  technician name when a request is assigned to the request Queue and the Technician Name is configured as a parameter in the outgoing email.

Invoice

Outbound

Keyword in Subject line, e.g. Invoice Created (or Details/Deleted/Delivered).

Item

Inbound

Outbound

 Keyword in Subject line, e.g. Item Classification.

Keyword in Subject line e.g. Item # Contract Active, or Item # Status Update

Minutes

Inbound & Outbound

Used in emails when the system refers to minutes. For example, SLA and Contract emails.

NewNote

Outbound

Included in content of email advising that a new Note has been added to a request.

NewSolution

Outbound

 Not used.

No

Inbound

Reject or No  is used to Reject Requests and must be included in the rejection email.

OrgUnit

Outbound

Keyword in Subject line of email regarding contract status, e.g. OrgUnit Name Contract Active

PlannedOutage

Outbound

 Included in Subject line of automated email notifications about planned  Item outages.

Prefix

Inbound & Outbound

Included as prefix in email subject line.

Problem

Outbound

Automatically included in Subject line for emails generated regarding Service Requests.

Reassigned

Outbound

Included in the Subject line of emails sent regarding reassigned requests.

ReceivedMessage

Outbound

 Included in content of email replying to Customer attempting to update a request that has already been closed.  (Subject line Request closed.)

Reject

Inbound

Reject or No  is used to Reject Requests and must be included in the rejection email.

Rejected

Outbound

Included in Subject line for emails generated when a request has been rejected and sent to the person responsible managing the approval.

Reminder

Outbound

Reminding the Manager to process a Request that is waiting for approval.

Resolution

Outbound

Included in Subject line for emails generated regarding SLA Resolution times.

Resolved

Outbound

Included in Subject line for emails generated regarding SLA Resolution times.

Response

Outbound

Included in Subject line for emails generated regarding SLA Respnse times.

Restoration

Outbound

Included in Subject line for emails generated regarding SLA Restoration times.

ReviewReminder

Outbound

 In Subject line of email reminding User to review Article,

e.g. ReviewReminder Article #

Service Request

Inbound

Outbound

Customer must include in Subject line, when updating a Service Request.

Automatically included in Subject line for emails generated regarding Service Requests.

SolutionCreated

Outbound

Included in Subject line of email to Customer when a solution has been created for an open request.

SolutionFound

Outbound

Included in Subject line of email to Customer when a solution has been found and applied to an open request.

Status

Outbound

 Included in Subject line for emails regarding , e.g. Item # Status Update

SystemWarning

Outbound: Warning of unpaid invoice.

Unknown

Outbound

Used in emails when the value of parameters selected for inclusion are not known.

Unpaid

Outbound

 Warning of unpaid invoice.

Updated

Outbound

 Included in Subject line of email, e.g. Request Updated.

Yes

Inbound

Accept or Yes is used to Approve Requests and must be included in the approval email.