Ticketing Template Tags

Template Tags can be included in notifications by editing either the Subject or Body fields as you normally would. The body information can also be manually styled using HTML. Insertion of a template tag is a two-step process:

1. Click either of the Subject or Body fields and leave the mouse cursor in the location where the information should display.
2. Open the Insert Template Tag dropdown and select the appropriate field, which will be inserted at the mouse cursor.

With the combination of text editing and insertion of template tags, users are able to customize the display of email notifications as well as what information is included. In addition, there is the option to selectively include certain HTML snippets based on whether or not certain information is available. For example, custom attributes can be displayed with the following markup:

{{#CustomAttributes}}
  {{Name}}: {{Value}}<br />
{{/CustomAttributes}}

This displays all custom attributes for a specific item, with each attributes' name and value displayed on its own line. In addition, this will only display the information if it is defined on the item and is configured to be Client Portal visible. All custom attributes that meet the requirements stated previously would be displayed in the notification for that item. This can be applied in other contexts, as the information between the two tags will only be displayed if the tag itself evaluates to not null. This way, you can selectively show certain snippets by wrapping an HTML section with 

{{#IfConditionTrue}} ... snippet ... {{/IfConditionTrue}}

Examples:

This will render a list of snippets, one for every custom attribute that has a value on the ticket. If the attribute is blank or not on the ticket, it won't render a snippet.

{{#CustomAttributes}}
  ... snippet ...
{{/CustomAttributes}}

This will render a single snippet for a single custom attribute based on attribute ID#. If the attribute is blank or not on the ticket, it will not render the snippet. This can be used to show/hide whole sections of a notification email based on whether or not an attribute on the ticket is filled out.

{{#Attribute9999}}
  ... snippet ....
{{/Attribute9999}}

You can also use {{name}} and {{value}} tags to show the name or contents of the custom attribute:

{{#Attribute9999}}
  This field is {{Name}}.
  It has this for its contents: {{Value}}
{{/Attribute9999}}

List of Ticket Template Tags

• [New Line]
  • Creates a line break in the HTML code
• AccountName
  • The Acct/Dept value of the Requestor of the Ticket
• ActionName
  • The triggering action for the notification. i.e. Created, Comment Added, Updated, SLA Violation, Step Assigned
• ApplicationName
  • The application name from which the Ticket originates
• ClassificationName
  • The Ticket’s classification, capitalized. i.e. Incident, Change, Service Request, Problem, etc.
• ClassificationNameLower
  • The Ticket’s classification, lowercase. i.e. incident, change, service request, problem, etc.
• ClientUrl
  • The TeamDynamix URL for the Ticket on the Client Portal
• CreatedDate
  • The date the Ticket was created. i.e. Sat 6/4/22 9:07 AM Central Daylight Time
• CreatedUserEmail
  • The value of the primary email field of the User that created the Ticket
• CreatedUserFullName
  • The first and last name of the User that created the Ticket.
• CustomAttributes
  • A list of the Custom Attributes on the Ticket which are marked as “Client Visible”
• Description
  • The full value of the Description attribute of the Ticket
• DescriptionShort
  • A shortened version of the value of the Description attribute of the Ticket, Approx. 250 characters
• DueDate
  • The value of the Due Date attribute on the Ticket. i.e. Sun 6/5/22
• EstimatedHours
  • The value of the Estimated Hours attribute, rounded to 2 decimals
• HasCustomAttributes
  • This tag can be used to evoke a section related to Custom Attributes on the Ticket (see above for more information)
• ID
  • The TeamDynamix ID number of the Ticket object
• ImpactName
  • The selected value of the Impact attribute
• IsKnowledgeBaseArticlePublic
  • This tag can be used to show a Knowledge Base Article if one is associated with the Ticket, if that article is marked as public.
• IsMultipleItems
  • This tag can be used to conditionally show a section of the notification if multiple items were affected
• IsNotMultipleItems
  • This tag can be used to conditionally hide a section of the notification if multiple items were affected
• KnowledgeBaseArticleCategory
  • The category of which the selected Knowledge Base Article belongs
• KnowledgeBaseArticleSubject
  • The value of the Subject attribute of the selected Knowledge Base Article
• KnowledgeBaseArticleUrl
  • The URL where the selected Knowledge Base Article can be viewed
• LocationName
  • The selected value of the Location attribute of the Ticket
• LocationUrl
  • The URL from which the Location of a Ticket can be accessed with in TDNext
• MobileAppUrl
  • The URL from which a ticket can be accessed within the TDX Mobile app
• MobileUrl
  • The URL from which a Ticket can be accessed in the mobile version of TDNext
• ModifiedDate
  • The date the Ticket was last modified. i.e. Sat 6/4/22 9:07 AM Central Daylight Time
• NextTicketRequestsUrl
  • The URL from which a Ticket can be accessed with in TDClient
• NextTicketsUrl
  • The URL from which a Ticket can be accessed with in TDNext
• OldStatusName
  • The Status the Ticket was previously in, prior to the Update
• PriorityName
  • The selected value of the Priority attribute of the Ticket
• ReferenceCode
  • <This attribute is no longer in use by the system>
• RequestorEmail
  • The value of the Email attribute of the Requestor of the Ticket
• RequestorFristName
  • 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
• RequestorLocationName
  • The selected value of the Location attribute of the Requestor of the Ticket
• RequestorLocationUrl
  • The URL from which a Location of a Requestor of a Ticket can be accessed with in TDNext
• RequestorPhone
  • The value of the selected Preferred Phone attribute of the Requestor of the Ticket
• RequestorRoomName
  • The selected value of the location room attribute of the Requestor of the Ticket
• RequestorRoomUrl
  • The URL from which a Location Room of a Requestor of a Ticket can be accessed with in TDNext
• RequestorTitle
  • The value of the Title attribute of the Requestor of the Ticket
• ResponsibleGroupName
  • The selected value of the Responsible attribute, if a group is present
• ResponsibleName
  • The selected value of the Responsible value, if a person is present
• RoomName
  • The selected value of the Location Room attribute of the Ticket
• RoomUrl
  • The URL from which a Location Room of a Ticket can be accessed with in TDNext
• ServiceLevelAgreementName
  • The selected value of the Service Level Agreement assigned to the Ticket
• ServiceName
  • The selected value of the Service attribute of the Ticket
• StartDate
  • The value of the Start Date attribute of the Ticket. i.e. Tue 6/7/22
• StatusClassificationName
  • The value of the Status Class of the selected Status of the Ticket
• StatusName
  • The selected value of the Status attribute of the Ticket
• Title
  • The full value of the Title attribute of the Ticket
• TitleShort
  • A shortened version of the value found in the Title attribute of the Ticket, Approx. 25 characters
• TypeCategoryName
  • The value of the Category of which the Ticket Type of the Ticket belongs
• TypeName
  • The value of the Ticket Type attribute of the Ticket
• UpdateCreatedDate
  • The date a change to the Ticket was made using the update function on a Ticket, i.e. Mon 6/6/22 9:07 AM Central Daylight Time.
• UpdateCreatedUserFullName
  • The value of the First and Last Name attributes of the User that created the Update on the Ticket
• UpdateText
  • The values of all attributes changed during a single Update made from the update function on a Ticket
• UrgencyName
  • The selected value of the Urgency attribute of the Ticket
• WorkflowCurrentStepNames
  • The name of the step currently running of the Workflow assigned to the Ticket
• WorkflowID
  • The TeamDynamix ID number of the Workflow assigned to the Ticket
• WorkflowName
  • The name of the Workflow assigned to the Ticket

Tags Specific to SLA Notifications:

• DeadlineCompletedDate
  • The date and time at which the SLA requirement was met, i.e. Sat 6/4/22 9:07 AM Central Daylight
• DeadlinePercentage
  • The percentage of the deadline that has been reached at the time of the notification
• DeadlineType
  • Either the Respond By or Resolve By Deadline type

Tags Specific to Ticket Tasks:

• OldPercentComplete
  • The previous value of the Percent Complete attribute prior to the Update
• TaskCompleteWithin
  • The value of the Complete Within attribute on the Ticket Task
• TaskCompletedFullName
  • The full name of the User that marked a task 100% complete
• TaskCreatedDate
  • The date a Ticket Task was created, i.e. Sat 6/4/22 9:07 AM Central Daylight Time
• TaskCreatedFullName
  • The full name of the User that created the Ticket Task
• TaskDescription
  • The full value of the Description attribute on the Ticket Task
• TaskEndDate
  • The value of the Due Date attribute on the Ticket Task, i.e. Sat 6/4/22 9:07 AM Central Daylight Time
• TaskEstimatedHours
  • The value of the Estimated Hours attribute on the Ticket Task
• TaskID
  • The TeamDynamix ID number of the Ticket Task object
• TaskIsActive
  • The “true” or “false” value if the Ticket Task is currently active
• TaskModifiedDate
  • The date the Ticket Task was last modified, i.e. Sat 6/4/22 9:07 AM Central Daylight Time
• TaskPercentComplete
  • The current value of the Percent Complete attribute on the Ticket Task
• TaskPredecessorName
  • The selected value of the Predecessor attribute on the Ticket Task
• TaskResponsibleGroupName
  • The selected value of the Responsible attribute of the Ticket Task, if a group is present
• TaskResponsibleName
  • The selected value of the Responsible attribute Ticket Task, if a person is present
• TaskStartDate
  • The value of the Start Date attribute of the Ticket Task, i.e. Sat 6/4/22 9:07 AM Central Daylight Time
• TaskTitle
  • The full value of the Title attribute of the Ticket Task
• TaskTitleShort
  • A shortened version of the Title attribute of the Ticket Task, Approx. 25 characters
• TaskTypeName
  • The uppercase object type of “Task”
• TaskTypeNameLower
  • The lowercase object type of “task”
• TaskUrl
  • The URL where the Ticket Task can be accessed in the TDNext Ticketing application

Tags Specific to Workflow Step Assignment:

• ApprovalUrl
  • The URL where an Approval type Workflow step can be accessed in the Client Portal application
• Approvers
  • The full name(s) of the Users assigned an Approval type Workflow step
• IsInitialNotification
  • This tag can be used to evoke a section if this is the first time the notification is being sent
• IsReminderNotification
  • This tag can be used to evoke a section if the “Sender Reminder” button is used to create this notification manually from TDNext
• StepDescription
  • The full value of the Description field on the Workflow step
• StepDescriptionShort
  • A shortened version of the Description field on the Workflow step, Approx. 25 characters
• StepType
  • The selected value of the Type dropdown used when creating the Workflow step
• TicketTitle
  • The value of the Title attribute on the Ticket to which the Workflow has been applied
• WorkflowCommentDate
  • The date when a comment was made on a Workflow Step, i.e. Sat 6/4/22 9:07 AM Central Daylight Time
• WorkflowCommentText
  • The value of the optional Comment field entered during the completion of a Workflow Step
• WorkflowCommentUserFullName
  • The full name of the User that entered text in the Comment field during the completion of a Workflow Step
• WorkflowStepID
  • The TeamDynamix ID of the Workflow Step object.