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From osTicket

Revision as of 00:24, 22 April 2014 by Josh (Talk | contribs)

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osTicket relies on predefined templates when sending out auto responses, notices and alerts. Each template has a set of variable placeholder as shown below.



Base Variable

%{ticket.id} Ticket ID (internal ID)
%{ticket.number} Ticket number (external ID)
%{ticket.email} Email address
%{ticket.name} Full name
%{ticket.subject} Subject
%{ticket.phone} Phone number | ext
%{ticket.status} Status
%{ticket.priority} Priority
%{ticket.assigned} Assigned staff and/or team
%{ticket.create_date} Date created
%{ticket.due_date} Due date
%{ticket.close_date} Date closed
%{ticket.auth_token} Auth. token used for auto-login
%{ticket.client_link} Client's ticket view link
%{ticket.staff_link} Staff's ticket view link

Expandable Variables

%{ticket.topic} Help topic
%{ticket.dept} Department
%{ticket.staff} Assigned/closing staff
%{ticket.team} Assigned/closing team

Other Variables

%{message} Incoming message
%{response} Outgoing response
%{comments} Assign/transfer comments
%{note} Internal note (expandable)
%{assignee} Assigned staff/team
%{assigner} Staff assigning the ticket
%{signature} Staff/Dept signature (selection)
%{url} osTicket's base url (FQDN)

Variable Contexts

Please note that only known (supported) variables are substituted. Non-base variables depends on the context of template type to which they are used.

  • New Ticket Auto Response: Autoresponse sent to user/client on new ticket if enabled. Meant to give the user the ticket ID which can be used to check the status of the ticket.
  • New Message Auto Response: Confirmation sent to user when a new message is appended to an existing ticket. This can be emailed or web-based replies.
  • Over Limit Notice: Ticket denied notice. This is a one time notice sent when the user has reached the max allowedopen tickets defined in preference section. Reasonable limit helps control spam and possible email flood loops.
  • Ticket Response/Reply: Message template used when responding to a ticket or simply alerting the user about a response/answer availability.
  • New Ticket Alert: Alert sent to staff on new ticket.
  • New Message Alert: Alert sent to staff when user replies to an existing ticket.
  • New Internal Note Alert: Alert sent to selected staff ( if enabled) when an internal note is appended to a ticket.
  • Assigned Ticket Alert: Alert sent to staff on ticket assignment.
  • Overdue/Stale Alert: Alert sent to staff on stale or overdue ticket.