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Who can use this feature?
- Available in the Ticketing Application admin UI
- License Requirement: Enterprise
- Application Access: User must have access to Work Management, and Administrator access to the specific Ticketing application
- Administrative Access:
- Global Administrators can manage ticketing notification templates in TDAdmin
- Ticketing Application Admin can manage ticketing notification templates from the Ticketing Application Admin interface
When editing a ticket notification template, the available ticket details are encapsulated by Template Tags that can be inserted into an email's Subject or Body. They appear in the editor wrapped in curly brackets, e.g., {{FieldName}}
All available fields for a ticketing notification template are present in the Template Tag dropdown. The available tags vary by notification template.
See the Managing Ticketing Notification Email Templates article for details on using these tags in your ticketing app notification templates.
Available Ticketing Notification Template Tags
Templates that separate versions for ticketing users or requestors both support the listed tags
These tags are common across all templates:
- [New Line] - Creates a line break in the HTML
- AccountName - The account or department linked to a ticket is usually the requestor's, but not always, and it does not indicate the group responsible for resolution.
- ActionName - The triggering action for the notification. i.e., a ticket was created or updated, a comment added, there was an SLA violation, a workflow step assigned
- ApplicationName - Name of the application the ticket originated from
- ClassificationName - The ticket’s classification, capitalized. i.e., Incident, Change, Service Request, Problem, etc.
- ClassificationNameLower - The ticket’s classification, all lowercase. i.e., incident, change, service request, problem, etc.
- ClientUrl - The TeamDynamix URL for the ticket on the Client Portal
- CreatedDate - The date and time the ticket was created. i.e. Sat 6/4/22 9:07 AM Central Daylight Time
- CreatedUserEmail - The primary email of the user who created the ticket
- CreatedUserFullName - First and last name of the user who created the ticket
- CustomAttributes - Show a list of all custom attributes with the “Client Visible” option enabled
- Description - The complete description entered on the ticket
- DescriptionShort - A shortened version of the ticket description. Approx. 250 characters
- DueDate - The date the ticket is due
- EstimatedHours - The estimated amount of time, in terms of effort involved, entered on the ticket, rounded to 2 decimals
- HasCustomAttributes - Use this tag to include a section if the ticket has custom attribute values. See the Built-in Conditional Content Template Tags section below for details
- ID - The TeamDynamix ID number of the ticket
- ImpactName - Number of people affected by the work described.
- IsKnowledgeBaseArticlePublic - Knowledge Base article associated with the ticket (if any). See the Built-in Conditional Content Template Tags section below for details
- IsMultipleltems - Conditionally show a section of the notification if multiple items were affected. See the Built-in Conditional Content Template Tags section below for details
- IsNotMultipleltems - Conditionally hide a section of the notification if multiple items were affected. See the Built-in Conditional Content Template Tags section below for details
- KnowledgeBaseArticleCategory - Category the Knowledge Base article belongs to
- KnowledgeBaseArticleSubject - Title of the Knowledge Base article
- KnowledgeBaseArticleUrl - URL of the Knowledge Base article
- LocationMobileAppUrl - URL to access the selected location’s details in the TDX mobile app
- LocationName - The physical place (such as a building) the ticket is related to
- LocationUrl - The URL to access the selected location’s details in Work Management
- 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 and time the ticket was last modified. i.e., Sat 6/4/22 9:07 AM Central Daylight Time
- NextTicketRequestsUrl - URL to access a ticket in the Client Portal
- NextTicketsUrl - URL to access a ticket in Work Management
- NotificationRecipients - The names and emails of all users set to receive notifications on the ticket, which could include the requestor, creator, and/or responsible
- PriorityName - The importance of the ticket in relation to other tickets
- ReferenceCode - This attribute is no longer in use by the system and will yield no content in the notifications
- RequestorEmail - Email address of the person for whom the work is being done. Not necessarily the same person who created the ticket, as tickets can be created on behalf of someone else.
- RequestorFirstName - First name of the person for whom the work is being done.
- RequestorFullName - First and last name of the person for whom the work is being done.
- RequestorLastName - Last name of the person for whom the work is being done.
- RequestorLocationMobileAppUrl - URL to access the requestor's location in the TDX mobile app
- RequestorLocationName - The requestor’s Location as specified in their profile
- RequestorLocationUrl - URL to access the Requestor's location in Work Management
- RequestorMobileAppUrl - URL to access the requestor's profile in the TDX mobile app
- RequestorPhone - The requestor’s preferred phone number as specified in their profile
- RequestorRoomMobileAppUrl - URL to access the requestor's room location in the TDX mobile app
- RequestorRoomName - The requestor’s room as specified in their profile
- RequestorRoomUrl - URL to access the Requestor's room location in Work Management
- RequestorTitle - The requestor’s title as specified in their profile
- ResponsibleGroupName - Name of the group responsible for the ticket
- ResponsibleName - Name of the person responsible for the ticket
- RoomMobileAppUrl - URL to access the selected room’s details in the TDX mobile app
- RoomName - The selected location room of the ticket
- RoomUrl - URL to access the ticket's room location in Work Management
- SLAOperationalHoursName - The name of the set of operational hours associated with the selected Service Level Agreement (SLA)
- ServiceLevelAgreementName - Name of the Service Level Agreement assigned to the Ticket
- ServiceName - The service being requested
- ServiceOfferingName - The service offering being requested
- StartDate - When work on the ticket is to begin. If Estimated Hours have been entered, the start date is the beginning of the resource allocation range.
- StatusClassificationName - The class of the selected ticket status
- StatusName - Name of the status identifying where the ticket is in its lifecycle
- Title - The full title of the ticket
- TitleShort - A shortened version of the ticket title. Approx. 25 characters
- TypeCategoryName - The category of the ticket type assigned to the ticket
- TypeName - The selected ticket type
- UrgencyName - The importance of a ticket and how quickly it needs resolution, based on its impact on the organization.
- WorkflowCommentText - The comment entered at the completion of a Workflow Step
- WorkflowCurrentStepNames - Name of the step currently running in the workflow assigned to the ticket
- WorkflowID - TeamDynamix ID number of the Workflow assigned to the Ticket
- WorkflowName - Name of the workflow assigned to the ticket
- Custom Attributes - Each custom attribute that has been configured for the environment can be inserted individually
- UpdateCreatedDate - The date a change to the Ticket was made using the update function, i.e., Mon 6/6/22 9:07 AM Central Daylight Time
- UpdateCreatedUserFullName - The first and last name of the user who updated the ticket
- UpdateText - The values of all attributes changed during a single ticket update
- DeadlinePercentage - Percentage of the allotted SLA time that has elapsed at the time the notification is sent.
- DeadlineType - Indicates whether the SLA deadline is based on the date the ticket must be responded to or the date the ticket must be resolved. (The Respond By or Resolve By Deadline.)
- DeadlineCompletedDate - The date and time at which the SLA requirement was met
- DeadlinePercentage - Percentage of the allotted SLA time that has elapsed at the time the notification is sent.
- DeadlineType - Indicates whether the SLA deadline is based on the date the ticket must be responded to or the date the ticket must be resolved. (The Respond By or Resolve By Deadline.)
- TaskCompleteWithin - Complete Within value on the Ticket Task
- TaskCompletedFullName - Full name of the User who marked a task 100% complete
- TaskCreatedDate - The date and time the ticket task was created
- TaskCreatedFullName - Full name of the user who created the ticket task
- TaskDescription - Full description of the ticket task
- TaskEndDate - The set due date of the task
- TaskEstimatedHours - Estimated hours for the task
- TaskID - The TeamDynamix ID number of the ticket task
- TasklsActive - A “true” or “false” value indicating whether the ticket task is currently active
- TaskMobileAppUrl - URL to access the ticket task in the TDX mobile app
- TaskModifiedDate - The date the ticket task was last modified
- TaskPercentComplete - Current Percent Complete value on the Ticket Task
- TaskPredecessorName - The selected value of the Predecessor attribute on the Ticket Task
- TaskResponsibleGroupName - Name of the group responsible for the ticket task
- TaskResponsibleName - Name of the person responsible for the ticket task
- TaskStartDate - The task start date
- TaskTitle - Full ticket task title
- TaskTitleShort - A shortened version of the ticket task title. Approx. 25 characters
- TaskTypeName - The uppercase object type of “Task”
- TaskTypeNameLower - The lowercase object type of “task”
- TaskUrl - URL to access the ticket task in Work Management
- UpdateCreatedDate - The date a change to the Ticket was made using the update function, i.e., Mon 6/6/22 9:07 AM Central Daylight Time
- UpdateCreatedUserFullName - The first and last name of the user who updated the ticket
- UpdateText - The values of all attributes changed during a single ticket update
- OldPercentComplete - The previous value of the Task Percent Complete prior to the most recent ticket task update
- TaskCompleteWithin - Complete Within value on the Ticket Task
- TaskCompletedFullName - Full name of the User who marked a task 100% complete
- TaskCreatedDate - The date and time the ticket task was created
- TaskCreatedFullName - Full name of the user who created the ticket task
- TaskDescription - Full description of the ticket task
- TaskEndDate - The set due date of the task
- TaskEstimatedHours - Estimated hours for the task
- TaskID - The TeamDynamix ID number of the ticket task
- TasklsActive - A “true” or “false” value indicating whether the ticket task is currently active
- TaskMobileAppUrl - URL to access the ticket task in the TDX mobile app
- TaskModifiedDate - The date the ticket task was last modified
- TaskPercentComplete - Current Percent Complete value on the Ticket Task
- TaskPredecessorName - The selected value of the Predecessor attribute on the Ticket Task
- TaskResponsibleGroupName - Name of the group responsible for the ticket task
- TaskResponsibleName - Name of the person responsible for the ticket task
- TaskStartDate - The task start date
- TaskTitle - Full ticket task title
- TaskTitleShort - A shortened version of the ticket task title. Approx. 25 characters
- TaskTypeName - The uppercase object type of “Task”
- TaskTypeNameLower - The lowercase object type of “task”
- TaskUrl - URL to access the ticket task in Work Management
- UpdateCreatedDate - The date a change to the Ticket was made using the update function, i.e., Mon 6/6/22 9:07 AM Central Daylight Time
- UpdateCreatedUserFullName - The first and last name of the user who updated the ticket
- UpdateText - The values of all attributes changed during a single ticket update
- OldStatusName - The ticket's previous status, prior to the most recent update
- UpdateCreatedDate - The date a change to the Ticket was made using the update function, i.e., Mon 6/6/22 9:07 AM Central Daylight Time
- UpdateCreatedUserFullName - The first and last name of the user who updated the ticket
- UpdateText - The values of all attributes changed during a single ticket update
- ApprovalUrl - The URL where an approval-type workflow step can be accessed in the Client Portal
- Approvers - The full name(s) of the users assigned to an Approval type workflow step
- IsInitialNotification - Use this tag to include a section the first time the notification is sent. See the Built-in Conditional Content Template Tags section below for details
- IsReminderNotification - Use this tag to include a section if the “Sender Reminder” button is used to create this notification manually from Work Management
- 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 Type selected when creating the Workflow step
- TicketTitle - The Title of the Ticket to which the Workflow has been applied
- WorkflowCommentDate - The date when a comment was made on a Workflow Step
- WorkflowCommentUserFullName - The full name of the user who entered the comment at the completion of a Workflow Step
- WorkflowStepID - The TeamDynamix ID of the Workflow Step object
- SurveyName - Name of the follow-up survey sent to the requestor
- SurveyUrl - URL of the survey sent to the requestor
Several template tags include opening and closing markup when added to the template, e.g., {{#TemplateTag}}{{/TemplateTag}}. Admins must specify the content between brackets to display in the notification when the tag's condition is met.
For example, the IsKnowledgeBaseArticlePublic tag will add {{#IsKnowledgeBaseArticlePublic}}{{/IsKnowledgeBaseArticlePublic}} in the template. An admin could add text and other tags between the two tags thusly:
{{#IsKnowledgeBaseArticlePublic}}<strong>Associated Knowledge Article:</strong> <a href="{{KnowledgeBaseArticleUrl}}"> {{KnowledgeBaseArticleSubject}}</a>
{{/IsKnowledgeBaseArticlePublic}}
If a publicly visible Knowledge Base article has been associated with a ticket, the following would appear in the notification:
Associated Knowledge Article: Network Printer Error
To learn more about configuring content using template tags, see the Conditional Content section of the Managing Ticketing Notification Email Templates article.
The following built-in conditional template tags are available in all templates:
- HasCustomAttributes: {{#HasCustomAttributes}}{{/HasCustomAttributes}}
- IsKnowledgeBaseArticlePublic: {{#IsKnowledgeBaseArticlePublic}}{{/IsKnowledgeBaseArticlePublic}}
- IsMultipleItems & IsNotMultipleItems
- IsMultipleItems: {{#IsMultipleItems}}{{/IsMultipleItems}} The usual caret option does not work with IsMultipleItems, so use the IsNotMultipleItems tag instead
- IsNotMultipleItems: {{#IsNotMultipleItems}}{{/IsNotMultipleItems}} When an action is taken on multiple tickets, you may conditionally show sections of a template using the IsMultipleItems tag.
- For example:
{{UpdateCreatedUserFullName}} commented “{{{UpdateText}}}” on
{{#IsMultipleItems}} multiple tickets.{{/IsMultipleItems}}
{{#IsNotMultipleItems} }the {{Title}} ticket.{{/IsNotMultipleItems}}
The following built-in conditional template tags are available in the Ticket Workflow Step Templates:
- IsInitialNotification: {{#IsInitialNotification}}{{/IsInitialNotification}}
- IsReminderNotification: {{#IsReminderNotification}}{{/IsReminderNotification}}