Parser availability

Not all parser variables are available in every context in SuperOffice Customer Service. This section will describe which of the variables are available where in the solution. If you ever wonder which variables are available and the value of them, you can always user the special parser code %PARSER_TREE%. This will be exchanged with all available variables and the values. This is especially useful when you want to debug why something is not working. For example, you could use it when creating a reply template.

Note that a parser variable may be available even if it has no value. One example is when creating a new request. If you use a reply template with the parser variable "ticket.id", it will contain no value since the request does not exist yet.

Some parser variables that exist will not be described. These are present only for backward compatibility.

Reply templates

It really depends on where the reply template is being used. Below the most common places to use them will be listed.

Request

The same parser variables are available for new request, edit request and add message.

Reply templates on incoming email

Each incoming email box can be configured to send an automatic answer back to the customer using a reply template. The following parser variables are available:

In addition you have a parser variable called "ticket.lastMessage" which will contain the last message on the request, normally the text the customer wrote.

System template – Reply template for notification of open requests

The following parser variables are available:

In addition you have a parser variable called "ticket.lastMessage" which will contain the last message on the request.

System template – Reply template for notification of new message

The following parser variables are available:

System template – Reply template for notification of activated request

The following parser variables are available:

System template – Reply template for notification of escalated request

The following parser variables are available:

System template – Reply template for new request notification

The following parser variables are available:

In addition you have a parser variable called "ticket.lastMessage" which will contain the last message on the request.

System template – Reply template for request reassignment

The following parser variables are available:

System template – Reply template for notifying a new message in the hotlist

The following parser variables are available:

System template – Reply template for notifying an activated request in the hotlist

The following parser variables are available:

System template – Reply template for notifying an escalated request in the hotlist

The following parser variables are available:

System template – Reply template for notifying reassignment of a request in the hotlist

The following parser variables are available:

System template – Reply template for new customer contacts

The following parser variables are available:

The parser variable "custPassword" will contain the unencrypted version of the password only if this customer was generated at the same time as the "new customer" email was sent and encryption is turned on.

"from" contains the sender email address

"to" contains the recipient address

System template – Reply template for autoreply

The following parser variables are available:

System template – Reply template for sending password to customer contacts

The following parser variables are available:

"to" contains the recipient email address

"from" contains the sender email address

System template – Reply template for formatting FAQ questions

The following parser variables are available:

"faq.question" contains the first message in the request which "publish" was called from

"faq.answer" contains the last message in the request which "publish" was called from

Email filter

Here you have the possibility to send a reply template to the customer or to another e-mail address. The following parser variables are available:

In addition you can extract anything from the email using "Find regular expressions", and those matches will be available as parser variables (see the help for syntax).