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 | 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'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) |
