Templates

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You can configure a set of templates that specify the text of emails and notices that are sent using triggers.

Contents

Types of Template

Templates can be either Notices or Emails.

Warning.png The information in this article (or section) relates to SiT! v3.90 and later. Other versions may behave differently, check the version you are using and the documentation carefully.

Email templates can have one of the following types:

  • user - available for use with my notifications.
  • system - available for use with system actions.
  • incident - These will be available for manual use when sending emails from an Incident.

Adding a Template

Go to Sit! | Control Panel | Templates and select Add Template (near the top of the page).

Editing a Template

Go to Sit! | Control Panel | Templates and select the name of the template you wish to edit. Be aware that you need to press enter before you can add/change text.

Template Variables

Some template fields (for example the body text of an email) can use special identifiers (also known as Template Variables) which will be replaced by information from SiT when the template is used. The actual variables that are available for use will depend on which trigger is associated with the template.

{applicationname}
    SiT! Support Incident Tracker
{applicationpath}
    System base path
{applicationshortname}
    SiT!
{applicationurl}
    System URL
{applicationversion}
    v3.45 svn4655
{approvaluseremail}
    Email address of the holiday approver
{awaitingclosure}
    Whether the incident is being closed now, or being marked for closure
{contactid}
    Contact ID
{contactemail}
    Email address of incident contact
{contactfirstname}
    First Name of contact
{contactname}
    Full Name of contact
{contactnotify}
    The Notify Contact email address (if set)
{contactphone}
    Contact phone number
{contactusername}
    The portal username of a contact
{contractid}
    Contact ID
{contractproduct}
    Contact Product
{contractsla}
    SLA of the maintenance
{currentlang}
    The language the user has selected to login using
{feedbackurl}
    Feedback URL
{globalsignature}
    Global Signature
{holdingemailid}
    ID of the new email in the holding queue
{holdingmins}
    Number of minutes the email has been in the holding queue
{incidentccemail}
    Extra email addresses to CC regarding incidents
{incidentexternalemail}
    External Engineers Email
{incidentexternalengineer}
    External Engineers
{incidentexternalengineerfirstname}
    External Engineers First Name
{incidentexternalid}
    External ID
{incidentid}
    Incident ID
{incidentowner}
    Full name of the person who owns the incident
{incidentowneremail}
    Incident Owners Email Address
{incidentownersmanager}
    Full name of the person who owns the incident manager
{incidentownersmanageremail}
    Incident Owners Manager's Email Address
{incidentpriority}
    Incident Priority
{incidentsoftware}
    Skill assigned to an incident
{incidenttitle}
    Incident Title
{kbid}
    KB ID
{kbprefix}
    KB
{kbtitle}
    Knowledge Base
{listofholidays}
    List of holidays
{nextslatime}
    Time To Next Action
{nextsla}
    Next SLA name
{notifycontact}
    Whether to user requested to send a closing email, boolean
{notifyexternal}
    Whether to user requested to notify an external engineer of incident closure, boolean
{ownerid}
    Incident owner ID
{passwordreseturl}
    Hashed URL to reset a password
{prepassword}
    The plaintext contact password
{profilelang}
    The language the user has stored in their profile
{salesperson}
    Salesperson
{salespersonemail}
    The email address of the salesperson attached to the contacts site
{schedulertask}
    The name of the scheduled task
{sendemail}
    Whether to send an opening email or not
{serviceremaining}
    The amount of remaining service i.e. 34%
{serviceremainingstring}
    The amount of remaining service i.e. 0.34
{signature}
    Current Users Signature
{siteid}
    Site ID
{sitename}
    Site name
{sitesalespersonid}
    The ID of the site's salesperson
{sitesalesperson}
    The name of the site's salesperson
{slaid}
    ID of the SLA
{slatag}
    The SLA tag
{supportemail}
    Support Email Address
{supportmanageremail}
    Technical Support managers email address
{taskid}
    ID of the task
{todaysdate}
    Current Date
{townerid}
    Incident temp owner ID
{triggersfooter}
    The footer at the end of an email which explains where it has come from
{triggeruseremail}
    Email address to send an user trigger email to
{updateid}
    The ID of the update
{useraccepting}
    Whether the user is accepting or not
{useremail}
    Email address of current user
{userid}
    UserID the trigger passes
{userrealname}
    Full name of current user
{userstatus}
    Status of the user

See Also

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