Ticket Response Template Tags

Overview

Ticket response template tags are used to configure custom ticket response templates. When editing a ticket response template, the available information is encapsulated by response template tags. These tags can be used to include helpful information for ticket update comments, like canned responses. All available fields for a ticket response template are present in the Insert Template Tag dropdown.

Using Response Template Tags

The insert template tag dropdown can be used to include ticket information in the response template content.

1. Response templates and tags are located in TDAdmin > Applications > [Ticket Application] >  Response Templates. 
2. To create a new response template, click 'New.' 
3. Click in the 'Comments' text area and use the 'Insert Template Tag' dropdown to insert template tags.

List of Response Template Tags

• LastModifiedDate: The date the Ticket was last modified

• RequestorFirstName: The value of the First Name attribute of the Requestor of the Ticket

• RequestorFullName: The value of the First and Last Name attributes of the Requestor of the Ticket

• RequestorLastName: The value of the Last Name attribute of the Requestor of the Ticket

• TechnicianFirstName: The value of the First Name attribute of the Technician on the Ticket

• TechnicianFullName: The value of the First and Last Name attributes of the Technician on the Ticket

• TechnicianFullNameWithNickname: The value of the First Name, Last Name, and Nickname attributes of the Technician on the Ticket

• TechnicianLastName: The value of the Last name attribute of the Technician on the Ticket

• TechnicianNickOrFirstName: The value of the Nickname or First Name attribute of the Responding Technician, depending on if a Nickname value is defined

• TicketID: The TeamDynamix ID number of the ticket in question