Parser variables are the mechanism used by Customer Service to dynamically insert data into a text. It is used throughout the whole system. The syntax for a parser variable is the name of the variable enclosed by percentage characters. From version 7 we introdused the <cs:parser> </cs:parser> which all new templates will use. Mixing the old style (template variable enclosed in %) and the new style (template variable enclosed in <cs:parser>) of template variables is by default disabled. If you want to enable it you need to:
1) Click the Source button while editing a Message
2) Find the <body> tag
3) Remove the cs:escape-percentages="" from the <body> tag and leave the rest untouched: <body cs:escape-percentages="" ... >
With this change you are able to use both styles for template variables. Old templates are not automatically converted.
In the following examples the old style is used, you may also use <cs:parser></cs:parser> in the HTML source instead of %%,
One example would be Dear %customer.firstname%
When this text is parsed, %customer.firstname% will be replaced by the first name of the customer. Be aware that you must know which context you are in to be sure that a parser variable is available. This document will describe where you can expect to find the different parser variables.
Most of the parser variables consist of two parts separated by a dot. The first part is the entity and the second part is the attribute. In the above example we see that we are looking at a customer, and we are trying to get the "firstname" attribute of the customer. There are exceptions to this, where there is no entity present.
Parser variables
This section contains a list of the most common parser variables with a short description. It is divided into the entities as discussed above.
You will see the notation like "customer." on some of the entities. This means that "" should be replaced by the name of the extra field configured for the entity.
Customer
| customer.id |
The internal database id of the customer |
| customer.name |
Firstname + lastname of the customer |
| customer.bestName |
Same as customer.name, but will give the username if customer.name is empty |
| customer.firstname |
The first name of the customer |
| customer.lastname |
The last name of the customer |
| customer.phone |
The phone number of the customer |
| customer.cellphone |
The cell phone number of the customer |
| customer.note |
The note field of the customer |
| customer.username |
The user name of the customer |
| customer.password |
The password of the customer, may be in encrypted form, depending on the configuration of the system |
| customer.email |
The primary email address of the customer |
| customer.deleted |
Gives 0 if not deleted and 1 if deleted |
| customer.ourContact |
The id of the user set as "our contact" |
| customer.language |
The language code for the customer customer. |
| customer."" |
Any extra field on the customer |
Company
| company.id |
The internal database id of the company |
| company.namae |
The name of the company |
| company.note |
The note field of the company |
| company.domain |
The domain names of the company, separated by comma |
| company.phone |
The phone number of the company |
| company.fax |
The fax number of the company |
| company.adr |
The address of the company |
| company.ourContact |
The id of the user set as "our contact" |
| company.primaryContact.id |
The id of the customer set as the primary contact |
| company.primaryContact.email |
The email address of the customer set as the primary contact |
| company. |
Any extra field on the company |
Request/ticket
| ticket.id |
The request number of the ticket |
| ticket.title |
The title of the ticket |
| ticket.createdAt |
The date and time when the ticket was created |
| ticket.createdAtRaw |
The date and time when the ticket was created in raw format |
| ticket.lastChanged |
The date and time when the ticket was last changed |
| ticket.lastChangedRaw |
The date and time when the ticket was last changed in raw format |
| ticket.readByOwner |
The date and time when the ticket was read by the owner |
| ticket.readByOwnerRaw |
The date and time when the ticket was read by the owner in raw format |
| ticket.readByCustomer |
The date and time when the ticket was read by the customer |
| ticket.readByCustomerRaw |
The date and time when the ticket was read by the customer in raw format |
| ticket.activate |
The date and time when a postponed ticket should be activated |
| ticket.closedAt |
The date and time when the ticket was closed |
| ticket.closedAtRaw |
The date and time when the ticket was closed in raw format |
| ticket.deadline |
The date and time when the deadline for this ticket is reached |
| ticket.url |
The internal URL for the ticket. Used to get a direct link to the ticket |
| ticket.dbiKey |
The dbi key/external id of the ticket if synchronized with DBI |
| ticket.dbiAgentId |
The id of the agent used for synchronizing this ticket |
| ticket.customer |
The id of the customer connected to this ticket |
| ticket.customerUrl |
The external URL for the ticket. Used for a customer to get a direct link to the ticket. Requires the customer center. |
| ticket.customerUrlEnc |
Same as above, except that all customer data in the URL is encrypted |
| ticket.userUrl |
The internal URL for the ticket. Used to get a direct link to the ticket |
| ticket.author |
The name of the author for the ticket |
| ticket.status |
The name of the base status of the ticket |
| ticket.ticketStatus |
The name of the extended status of the ticket |
| ticket.slevel |
The name of the security level of the ticket |
| ticket.ownerUsername |
The username of the owner of the ticket |
| ticket.ownerFullName |
The full name of the owner of the ticket |
| ticket.ownerCellphone |
The cell phone number of the owner of the ticket |
| ticket.category |
Depending on the context, this can be either the id or the name of the category this ticket is connected to |
| ticket.category.id |
The id of the category this ticket is connected to |
| ticket.category.name |
The name of the category this ticket is connected to |
| ticket.category.fullname |
Same as above, except that all parent categories are also listed. Categories separated with / |
| ticket.priority |
The name of the priority for this ticket |
| ticket.customerName |
The best name of the customer this ticket is connected to |
| ticket. |
Any extra field on the ticket |
Config
| config.companyName |
The name of your company |
| config.companyAddress |
The address of your company |
| config.mailTag |
The tag used for identifying an Customer Service email |
| config.smtpHost |
The SMTP host for Customer Service |
| config.smtpPort |
The port used for SMTP access |
| config.cgiBin |
The virtual directory for cgi‐bin access |
| config.cgiUrl |
The host used to access Customer Service |
| config.cgiUrlInternal |
The host used to access Customer Service user interface |
| config.gfxUrl |
The URL to the gfx files |
| config.warning |
The path to the warning files |
| config.panicMail |
The email address which errors are sent to |
| config.adminMail |
The email address which admin messages are sent to |
| config.defaultMail |
The default "from" mail address |
| config.uniqueId |
The unique id for this Customer Service installation |
| config.tag |
Same as config.mailTag |
| config.wwwPath |
The wwwPath as registered in the Registry table |
Message
| message.id |
The internal database id of the message |
| message.slevelInteger |
The id of the security level for this message |
| message.slevel |
The name of the security level for this message |
| message.createdAt |
The date and time this message was created |
| message.createdAt |
The date and time this message was created in raw format |
| message.author |
The name of the author |
| message.bodyHtml |
The HTML part of the message |
| message.messageCategory |
What kind of message this is. 0= message, 1=bounce, 2= outboxfailed message |
| message.body |
The HTML part of the message if exists, else plain text |
| message.bodyPlain |
The plain text part of the message |
| message.header |
The header of the message |
| message.debugInfo |
If email filter debug is turned on, you can find the debug log here |
| message.mailSorter |
The name of the email filter that was run on this message. |
| message. |
Any extra field on the message |
User
| user.id |
The internal database id of the user |
| user.loginname |
The login name of the user |
| user.username |
The user name of the user |
| user.firstname |
The first name of the user |
| user.middlename |
The middle name of the user |
| user.lastname |
The last name of the user |
| user.email |
The email address of the user |
| user.access |
The access of the user. This is actually a bit sequence represented as an integer, so hard to be useful |
| user.status |
The status of the user. 1 = Normal, 2 = Not available, 3 = Deleted, 4 = Read Only |
| user.language |
The GUI language of the user. 0 = Norwegian, 1 = English, 2 = German, 3 = Swedish, 4 = Danish, 5 = Dutch |
| user.dictionary |
The default dictionary language of the user. Same codes as for user.language |
| user.signature |
The signature for the user |
| user.name |
The full name of the user |
| user."" |
Any extra field on the user |