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Service reply templates

In this article

    Template variables, also known as parser variables, is the mechanism used by Customer Service to dynamically insert data into a text like a reply template, it is used throughout the whole system. The syntax for a parser variable is the name of the variable enclosed by the tags <cs:parser> </cs:parser>.

    To get a complete overview of template variables available for your database, create a new reply template with the plain text body %PARSER_TREE% (case sensitive).

    When this reply template is used in a request, you will get a list of all available template variables by using the parser tree variable.

    You will also find a complete list of all standard fields (this will not cover your user defined fields) in our help file.

    Parser availability

    Not all parser variables are available in every context in SuperOffice 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. 

    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.

    • User
    • Company
    • Customer
    • Ticket
    • Config

    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:

    • Company
    • Customer
    • Ticket
    • Config

    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:

    • Company
    • Customer
    • Ticket
    • Config

    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:

    • Message
    • Company
    • Customer
    • Ticket
    • Config

    System template – Reply template for notification of activated request

    The following parser variables are available:

    • Company
    • Customer
    • Ticket
    • Config

    System template – Reply template for notification of escalated request

    The following parser variables are available:

    • Company
    • Customer
    • Ticket
    • Config

    System template – Reply template for new request notification

    The following parser variables are available:

    • Message
    • Company
    • Customer
    • Ticket
    • Config

    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:

    • Company
    • Customer
    • Ticket
    • Config

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

    The following parser variables are available:

    • Message
    • Company
    • Customer
    • Ticket
    • Config

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

    The following parser variables are available:

    • Company
    • Customer
    • Ticket
    • Config

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

    The following parser variables are available:

    • Company
    • Customer
    • Ticket
    • Config

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

    The following parser variables are available:

    • Company
    • Customer
    • Ticket
    • Config

    System template – Reply template for new customer contacts

    The following parser variables are available:

    • Customer
    • Config

    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:

    • Company
    • Customer
    • Ticket
    • Config

    System template – Reply template for sending password to customer contacts

    The following parser variables are available:

    • Customer
    • Config

    "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:

    • Company
    • Customer
    • Ticket

    "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:

    • Company
    • Customer
    • Ticket
    • Config

    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).