Here's the extensive list of dynamic placeholders you could use for automations, canned responses, email notifications, etc


Tickets Placeholders


Placeholder name

Placeholder Usage

Return Value

subject

{{ticket.subject}}

Returns subject of the ticket

id

{{ticket.id}}

Returns human display id of ticket (Ex: INC-2, SR-3)

raw_id

{{ticket.raw_id}}

Returns id of the ticket (Note: DB id)

from_email

{{ticket.from_email}}

Returns the actual email of the requester with which the ticket was raised. Especially used in case of multiple user emails

description

{{ticket.description}}

Renders description_html with attachments urls

description_text

{{ticket.description_text}}

Returns text description

requester

{{ticket.requester}}

Returns requester object. Ex: {{ticket.requester.name}}, {{ticket.requester.email}} etc.

Requester attributes can be accessed

agent

{{ticket.agent}}

Returns agent object. Ex: {{ticket.agent.name}}, {{ticket.agent.email}} etc.

Agent attributes can be accessed

status

{{ticket.status}}

Returns translated status name

requester_status_name

{{ticket.requester_status_name}}

Returns translated status name configured for requester

priority

{{ticket.priority}}

Returns translated priority name

source

{{ticket.source}}

Returns translated source name

group{{ticket.group.name}}Returns associated group name
ticket_type{{ticket.ticket_type}}Returns type of ticket

source_name

{{ticket.source_name}}

Returns translated source name

tags

{{ticket.tags}}

Returns all associated tag names separated by comma

due_by_time

{{ticket.due_by_time}}

Returns due by time in current user’s timezone

due_by_hrs

{{ticket.due_by_hrs}}

Returns due by time (say 1:30 PM) in current user’s timezone

url

{{ticket.url}}

Returns full ticket url with protocol

public_url

{{ticket.public_url}}

Returns public ticket url

portal_url

{{ticket.portal_url}}

Returns support ticket url with protocol and with portal domain

portal_name

{{ticket.portal_name}}

Returns current portal name

latest_public_comment

{{ticket.latest_public_comment}}

Returns last public comment with attachment urls if any

satisfaction_survey

{{ticket.satisfaction_survey}}

Returns survey link for this ticket

created_on

{{ticket.created_on}}

Returns ticket created at time

modified_on

{{ticket.modified_on}}

Returns ticket updated at time

Custom Fields


Returns all custom field values for this ticket

status_id

{{ticket.status_id}}

Returns the numerical value of the ticket status

category_def

{{ticket.category_def}}

Returns category value of the ticket

sub_category_def

{{ticket.sub_category_def}}

Returns sub category value of the ticket

item_category_def

{{ticket.item_category_def}}

Returns item category value of the ticket

original_id

{{ticket.original_id}}

Returns display id of the ticket

department

{{ticket.department}}

Returns associated department name

service_request_cost

{{ticket.service_request_cost}}

Returns summation of requested items cost with currency symbol if service request

service_requested_for

{{ticket.service_requested_for}}

Returns requested for user details if service request

service_request_item_names

{{ticket.service_request_item_names}}

Returns comma separated names of all requested items if service request

request_summary

{{ticket.request_summary}}

Returns html view of the requested items

urgency

{{ticket.urgency}}

Returns urgency value

impact

{{ticket.impact}}

Returns impact value

service_item_fields

{{ticket.service_item_fields}}

Returns html table content of the requested item details with fields

visible_service_item_fields

{{ticket.visible_service_item_fields}}

Returns html table content of the requested visible item details with fields


Comment Placeholders


Placeholder name

Placeholder Usage

Return Value

Comment body

{{comment.body}}

Body of the comment added to the ticket


Commenter

{{comment.commenter}}


Returns the object of user who commented. Ex: {{comment.commenter.name}}, {{comment.commenter.email}} etc.

User attributes can be accessed


Approval Placeholders


Placeholder name

Placeholder Usage

Return Value

Approval portal url

{{approval.portal_url}}

Returns portal specific approval url with protocol and with portal domain

Approval url

{{approval.url}}

Returns approval url

Approval agent{{approval.agent}}

Returns agent object. Ex: {{approval.agent.name}}, {{approval.agent.email}} etc.

Agent attributes can be accessed


Helpdesk Placeholders


Placeholder name

Placeholder Usage

Return Value

Helpdesk name

{{helpdesk_name}}

Returns name of your helpdesk

Include attachments{{include_attachments}}Includes attachments of the ticket/article if any
Portal name
{{portal_name}}Returns name of your specific portal (portal_name and helpdesk_name would be same if you have only one portal)


Password Reset Placeholders (Applicable only in case of password reset email notification context)


Placeholder name

Placeholder Usage

Return Value

Agent name

{{agent.name}}

Returns name of the agent

Requester name

{{contact.name}}

Returns name of the requester/contact

Password Reset Url{{password_reset_url}}Returns the password reset url of the user


User Activation Placeholders (Applicable only in case of activation email notification context)


Placeholder name

Placeholder Usage

Return Value

Agent name

{{agent.name}}

Returns name of the agent

Requester name

{{contact.name}}

Returns name of the requester/contact

Activation Url{{activation_url}}Returns the activation url of the user

 

Problem Placeholders


Placeholder name

Placeholder Usage

Return Value

Problem ID

{{problem.id}}

Human readable id of the problem

Subject

{{problem.subject}}

Subject of the problem

Description

{{problem.description}}

Description of the problem

Problem URL

{{problem.url}}

Url Of the problem

Problem Department

{{problem.department}}

Department of the problem

Problem Agent Name

{{problem.agent.name}}

Agent of the problem

Requester Email

{{problem.requester.email}}

Email of the requester

Requester Name

{{problem.requester.name}}

Name of the requester

Due By

{{problem.dueby}}

Due by of the problem

Priority

{{problem.priority}}

Priority of the problem

Impact

{{problem.impact}}

Impact of the problem

Status

{{problem.status}}

Status of the problem

Category

{{problem.category_def}}

Category of the problem

Sub-Category

{{problem.sub_category_def}}

Sub-category of the problem

Item

{{problem.item_category_def}}

Item of the problem


Change Placeholders


Placeholder Name

Usage

Value

Change ID

{{change.id}}

Human display Id of the change

Subject

{{change.subject}

Change Subject

Description

{{change.description}}

Change Description

Change URL

{{change.url}}

Full URL path to Change

Status

{{change.status}}

Change Status


Impact


{{change.impact}}

Change Impact


Priority


{{change.priority}}

Change Priority

risk

{{change.risk}}


Change type

{{change.type}}


Requester Name

{{change.requester.name}}


Requester Email

{{change.requester.email}}

Requester's Email

Change Agent Name

{{change.agent.name}}

Change's Agent Name

CAB selected members

{{cab_selected_members}}

List of selected approvers

Approval Agent Name

{{approval.agent}}

Approval Agent Name

Planned Start Date

{{change.planned_start_date}}

Change planned start date

Planned End Date

{{change.planned_end_date}}

Change planned end date

Change Company/Department

{{change.department}}

Change's Company/Department

Category

{{change.category_def}}

Change Category

Sub-Category

{{change.sub_category_def}}

Change Sub-Category

Item

{{change.item_category_def}}

Change Item

Helpdesk/Portal name

{{helpdesk_name}}

Your main helpdesk portal name


Release Placeholders


Placeholder Name

Usage

Value

Release ID

{{release.id}}

Human readable release id

Subject

{{release.subject}}

Release Subject

Description

{{release.description}}

Release Description

Release URL

{{release.url}}

Full URL path to Release

Status

{{release.status}}

Release Status

Type

{{release.type}}

Release's Type

Priority

{{release.priority}}

Release's Priority

Requester Name

{{release.requester.name}}

Name of the requester who raised the Release

Requester Email

{{release.requester.email}}

Requester Email

Release Department{{release.department}}Release Department

Release Agent Name

{{release.agent.name}}

Release's Agent Name

Planned Start Date

{{release.planned_start_date}}

Release planned start date

Planned End Date

{{release.planned_end_date}}

Release planned end date

Category

{{release.category_def}}

Release Category

Sub-Category

{{release.sub_category_def}}

Release Sub-Category

Item

{{release.item_category_def}}

Release Item




Helpdesk/Portal name

{{helpdesk_name}}

Your main helpdesk portal name


Catalog Items' Placeholders


Placeholder name

Placeholder Usage

Return Value

Requester Name

{{requestor.name}}

Returns name of the requester

Requester first Name

{{requestor.firstname}}

Returns first name of the requester

Requester last Name{{requestor.lastname}}Returns last name of the requester
Requested for
{{requested_for}}Returns the name of the person to whom this item is requested
Item Name{{item.name}}Returns catalog item's name
Item Category{{item.category_name}}Returns category name to which this item belongs to
<Custom Field Name>{{custom_field.<column_name>}}Returns the corresponding custom fields value (Placeholder name is dynamic. It is the actual name of custom field).


Task Placeholders


Placeholder name

Placeholder Usage

Return Value

Task ID

{{task.id}}

Returns the ID of the task

Task Title

{{task.title}}

Returns the title of the task

Task Description

{{task.description}}

Returns the description of the task

Task Start Date

{{task.start_date}}

Returns the start date of the task

Task Due date

{{task.due_date}}

Returns the due date of the task

Task Creator Name

{{task.user.name}}

Returns the name of the user who created the task

Task Owner Name

{{task.agent.name}}

Returns the agent name of the task

Task Group Name

{{task.group.name}}

Returns the name of the group in which the agent associated

Task URL

{{task.url}}

Returns the URL of the task

Task Status

{{task.status}}

Returns the status of the task

Parent ID{{taskable.id}}Returns the ID of the parent entity in which the task is associated
Parent Subject{{taskable.subject}}Returns the subject of the parent entity in which task is associated
Parent Description{{taskable.description}}

Returns the description of the parent entity in which task is associated

Helpdesk Name{{helpdesk_name}}Main portal name


Asset Label Printer Settings Placeholders (Little different from Asset Placeholders)


Placeholder name

Placeholder Usage

Return Value

Asset Display Name{{asset.display_name}}Name of the asset
Asset Tag{{asset.asset_tag}}Tag value of the asset
Used By{{asset.used_by}}Name of a contact who uses the asset
Managed By{{asset.managed_by}}Name of an agent who uses the asset
Company{{asset.company}}Name of the Company/Department of the asset
Location{{asset.location}}Name of the location of the asset
Serial Number{{asset.serial_number}}Serial number of the asset (Only if the asset is an Hardware or its children)
IP Address{{asset.ip_address}}IP Address value of the asset (Only if the asset is an Hardware or its children)


Contract Placeholders


Placeholder name

Placeholder Usage

Return Value

Contract Number

{{contract.contract_id}}

Returns the ID of the contract

Contract Name{{contract.name}}Returns the Name of the contract
Contract Description{{contract.description}}Returns the Description of the contract
Contract Start Date{{contract.start_date}}Returns the Start date of the current contract
Contract End Date{{contract.end_date}}Returns the End date of the current contract
Contract Requester{{contract.requester.name}}Returns the requester/creator of the contract
Contract URL{{contract.url}}Returns the URL to access the contract's details
Renewal Type{{contract.renewal_type}}Returns the Renewal type of the contract


Project Placeholders


Placeholder name

Placeholder Usage

Return Value

--Not exposed in placeholder section--

{{project.id}}

Display Id of the Project

Project Title{{project.title}}Title of the Project
Project Description{{project.description}}Description of the Project
Project Status{{project.status}}Current Status of the Project
Project Priority{{project.priority}}Priority of the Project
Project Requester{{project.user.name}}Name of the user who created the Project
Project Owner Name{{project.owner.name}}Owner name of the Project
Project URL{{project.url}}Url of the Project
Project Start Date{{project.start_date}}Start date of the Project
Project End Date{{project.end_date}}End date of the Project

 

Project Task Placeholders


Placeholder name

Placeholder Usage

Return Value

Task ID{{task.id}}Human Display Id of the Task

Task Name

{{task.name}}

Will be deprecated

Task Title{{task.title}}Title of the Task
Task Description{{task.description}}Description of the Task
Task URL{{task.url}}Url of the Project
Parent ID{{taskable.id}}Human Display Id of the Project
Parent Subject{{taskable.subject}}Title of the Project
Parent Description{{taskable.description}}Description of the Project
Task start date{{task.start_date}}Start date of the Task
Task due date{{task.due_date}}Due date of the Task
Task Creator name{{task.user.name}}Name of the user who created the Task
Task Owner name{{task.agent.name}}Owner name of the Task
Task Status{{task.status}}Status of the Task
--Not exposed in placeholder section--{{task.dependency}}Type of the dependency [successor/predecessor] with the current task(applicable for dependency notification)
--Not exposed in placeholder section--{{task.dependency_title}}Title of the dependent task(applicable for dependency notification)
--Not exposed in placeholder section--{{current_user_name}}Name of the user who performed the action(applicable for task comment and watcher notification)