How to use expandable variables in Service desk.

Release Time
01/18/2018
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413 times
Category
Service Desk
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Service desk has a feature to add Expandables Variables to Email Templates  to replace values in the body of the message. In order to know more about the basic variables that are used in the 'Email templates' please refer the following wiki topic "https://wiki.comodo.com/frontend/web/topic/how-to-use-service-desk-variables-in-email-templates-and-canned-response".

From the following wiki topic we will learn about how to use "Expandable variables" in the Email templates. Admin would be able to use 'Email Templates'  in the service desk to customize their default email communication format with staff and user to alert upon various ticket events.

Expand  variables will replace values in the message body when the email is sent. In this guide, we are explaining how to use Expand variables within such template options for customization of message body according to your needs.

(I) Using Service Desk variables in 'Email Template'

STEP [1] :Go to -→ Service desk  -→   Admin panel -→ Templates, Click on Add new Template Set or Existing Template Set


 
STEP [2] : Choose any of Templates to add your variable.


 

STEP [3] : Click on the Button "Supported Variables" and now you can see all Variables listed.Fom the variables listed below you can see "Expandable variables".
You can use following Expandable variables
DEPARTMENT
 %{ticket.dept.name}  -  This variable is used to display the name of the department to which the ticket is assigned.
 %{ticket.dept.manager} - This variable is used to display the name of the manager of the department to which the ticket is assigned.
 %{ticket.dept.signature} - This variable is used to display the signature of the department to which the ticket is assigned.
 %{ticket.dept.emailAddress} - This variable is used to display the email address of the department to which the ticket is assigned.
TOPIC
 %{ticket.topic.name} - This variable is used to display the name of the topic on which the ticket is created.
 %{ticket.topic.parent} - This variable is used to diplay the parent of the topic on which the ticket is created.
STAFF
%{ticket.staff.name} - This variable is used to display the name of the staff to whom the ticket is assigned.
%{ticket.staff.dept} - This variable is used to display the department of the staff to whom the ticket is assigned.
%{ticket.staff.TZoffset} - This variable is used to display the time the ticket is assigned.
%{ticket.staff.email} - This variable is used to display the email of the staff to whom the ticket is assigned.
%{ticket.staff.signature} - This variable is used to display the signature of the staff to whom the ticket is assigned.
click on "Save changes" .

 


 
STEP[4]: Now admin will be notified by the email upon new ticket as mentioned in the below screenshot. You can see in email that , Expandable Variables Values will be replacing in the Message body.