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Message template

In this window, define a template for a custom notifications.

Options:

  • Subject - enter the subject of the message.
    • Insert variable - use the drop-down menu to select the variable you want to insert into the subject of the message at the current cursor position.
    Tip:
    At the beginning of the subject, use the Insert Variable button to insert a pair of variables Ticket - Tag and Ticket - Name, which will be replaced by the tag and name of the specific requirement in the message.
  • Message body - enter the text of the message. You can use variables in the text, see the Insert Variable button below the input field.
    The message text is formatted according to the same style used by standard system notifications. If you want to display any text in the message in bold, insert it between the "<b>" and "</b>" tags. Other HTML tags are not supported.
    • Insert variable - use the drop-down menu to select the variable you want to insert into the message text at the current cursor position.

You can use the following variables in the subject or body of the message:

Name Variable Description Custom Notification Template Template of notifications to ticket about the change of status Approval message template
Subject Message body
Message for requester [$MessageForRequester$] The message to the ticket that the solver fills in the field when the ticket is resolved, rescheduled, or reopened. This variable cannot be used in notifications of type Ticket created.
In the message template for the approver, this is the message to the ticket that the solver wrote when resolving the request, including images and attachments. This variable can only be used for approvals in the Resolved status.
No Yes No Yes
Comments for requesters [$CommentForRequesters$] Comment from the researcher to the ticket. In place of this tag, the comment that the researcher provided in the Go to status form will be added. If the researcher does not provide any comment, the variable will contain a dash. In the template, we recommend that this variable be indicated by a line such as "<b>Message to the ticket:</b>", or "<b>Message from the investigator:</b>". No No Yes No
Approval result [$ApprovalResultWithComment$] The result of the last approval including the approver's comment. If there was no approval in the request, the variable contains a dash. You can use the variable in the status change notification to the ticket and in the ticket resolution notification. No No Yes No
Approval - Commentary for approvers [$CommentForApprover$] In place of this tag, the comment that the user filled in when starting the approval in the Go to status or Let Approval form will be added. No No No Yes
Approval - Approve/Deny buttons (form) [$ApprovalByForm$] Approve or reject Button to open the form to approve or reject the ticket. This button will only be inserted in the notification to the approver. If used concurrently with the [$ApprovalByEmail$] variable, the name of the button will be Approve or Reject on Web. No No No Yes
Approval - Approve/Deny buttons (email) [$ApprovalByEmail$] Approve and Reject buttons for email approval. When the approver presses one of them, a window opens with a pre-populated new message, after which Alvao approves and rejects the ticket respectively. When used simultaneously with the [$ApprovalByForm$] variable, the button names will be Approve by Email and Decline by Email.
Caution:
Approving by email does not respect the eventual logic of custom approval/rejection form. If any of the approval schema steps use a custom form for approval/rejection that caters to additional logic, do not use email approval/rejection buttons in the approver message template or move the form logic to automated actions based on events on the ticket.
No No No Yes
Approvals - Approvers of the current step [$ApprovalStepCurrentApprovers$] List of current approvers including email addresses in the form "Name <email address>". Individual approvers are separated by semicolons. No No No Yes
Approval - Expiration of current step [$ApprovalStepExpirationTime$] Expiration time of the current approval step. No No No Yes
Ticket - Number [$TicketID$] Ticket Number. Yes Yes Yes Yes
Ticket - Brand [$TicketMessageTag$] Ticket tag in emails, e.g. "T45412HD". Yes Yes Yes Yes
Ticket - Name [$TicketTitle$] Ticket name. Yes Yes Yes Yes
Ticket - State [$TicketStatus$] Current ticket state according to solving process Yes Yes Yes Yes
Ticket - First Response Time [$FirstReactionDeadline$] First response deadline as per SLA. Yes Yes Yes Yes
Ticket - Resolution Date [$TicketDeadline$] The deadline set to resolve the ticket. Yes Yes Yes Yes
Ticket - Foundation Report - Subject [$OriginalMessageSubject$] The subject of the original message that triggered the creation of the new ticket. No Yes Yes Yes
Ticket - Foundational Message - Text [$OriginalMessage$] The text of the original message that triggered the creation of the new ticket. No Yes Yes Yes
Ticket - Foundation Report - Annexes [$OriginalMessageAttachments$] The attachments of the original message that triggered the creation of the new ticket. If you want the notification to include these attachments, insert this variable in the message text in any location.
This variable can only be used for custom notifications to the solver.
No Yes No No
Ticket - Inception Report - List of Annex Titles [$OriginalMessageAttachmentList$] List of attachment names of the original message that triggered the creation of the new request, including the names of the images in the message text. No Yes Yes Yes
Ticket - Latest important event [$LatestImportantMessage$] Text of the latest important event in the ticket log, including images and attachments. No Yes Yes Yes
Ticket - Link to ticket [$TicketUrl$] Ticket URL in Alvao WebApp. No Yes Yes Yes
Ticket - Link to ticket with tag [$TicketMessageTagLink$] Ticket tag as a link to the ticket page in the Alvao WebApp. No Yes Yes Yes
Ticket - Basic Information Table [$TicketInfo$] Ticket Basic Information Table. No Yes Yes Yes
Ticket - Satisfaction Survey (URL) [$FeedbackUrl$] Link to the satisfaction questionnaire. This variable is part of the module ALVAO Satisfaction Feedback. No Yes Yes Yes
Ticket - Satisfaction Questionnaire [$FeedbackGeneralForm$] A graphical element that the requester can use directly in the notification to rate their overall satisfaction with the resolution of the request. You can only use this variable in notifications sent to requesters. This variable is part of the module ALVAO Satisfaction Feedback. No Yes Yes Yes
Ticket - Items - System - Ticket System Items. Only items that are assigned to the process of the service being modified are listed in the variable drop-down menu. Yes Yes Yes Yes
Ticket - Items - Custom [$tHdTicketCust.ColumnName$] Custom ticket item, where ColumnName represents the name of the corresponding column in the tHdTicketCust table. Only items that are assigned to the process of the service being modified or are displayed on the new ticket form are listed in the variable drop-down menu. Yes Yes Yes Yes
Requester - Name [$TicketRequesterName$] Requester's first and last name. Yes Yes Yes Yes
Requester - Mobil [$TicketRequesterMobile$] Requester's Mobile. Yes Yes Yes Yes
Requester - Email [$TicketRequesterEmail$] Requester's email address. Yes Yes Yes Yes
Requester - Email 2 [$TicketRequesterEmail2$] Requester's second email. Yes Yes Yes Yes
Requester - Telephone number [$TicketRequesterPhoneToWork$] The requester's phone to work. Yes Yes Yes Yes
Requester - Telephone number 2 [$TicketRequesterPhoneToWork2$] Requester's second phone to work. Yes Yes Yes Yes
Requester - Other contacts [$TicketRequesterOtherContacts$] Other contacts of the requester. Yes Yes Yes Yes
Requester - Department [$TicketRequesterDepartment$] Requester's Department. Yes Yes Yes Yes
Requester - Function [$TicketRequesterPosition$] Requester function. Yes Yes Yes Yes
Requester - Office [$TicketRequesterOffice$] Requester's Office. Yes Yes Yes Yes
Requester - Name of supervisor [$TicketRequesterManagerName$] The name of the Requester's immediate supervisor. Yes Yes Yes Yes
Requester - Personal number [$TicketRequesterPersonalNumber$] Requester's personal number. Yes Yes Yes Yes
Requester - Organization - Name [$TicketRequesterAccountName$] Name of the requester organization. Yes Yes Yes Yes
Requester - Organization - Organization's own items [$TicketRequesterAccount.
tAccountCust.ColumnName $]
The requester's custom organization entry, where ColumnName represents the name of the corresponding column in the tAccountCust table. Yes Yes Yes Yes
Requester - Other - Person's custom fields [$TicketRequester.tPersonCust.
ColumnName
$]
The requester's custom field, where ColumnName represents the name of the corresponding column in the tPersonCust table. Yes Yes Yes Yes
Required for - Name [$TicketRequestedForName$] The first and last name of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Mobil [$TicketRequestedForMobile$] Mobile of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Email [$TicketRequestedForEmail$] Email of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Email 2 [$TicketRequestedForEmail2$] The second email of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Telephone to work [$TicketRequestedForPhoneToWork$] The phone to work of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Telephone to work 2 [$TicketRequestedForPhoneToWork2$] The second phone to work of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Other contacts [$TicketRequestedForOtherContacts$] Other contacts of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Department [$TicketRequestedForDepartment$] The department of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Functions [$TicketRequestedForPosition$] Function of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Office [$TicketRequestedForOffice$] The office of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Name of supervisor [$TicketRequestedForManagerName$] The name of the direct supervisor of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Personal number [$TicketRequestedForPersonalNumber$] The personal number of the user for whom the ticket is being made. Yes Yes Yes Yes
Required for - Organization - Name [$TicketRequestedForAccountName$] The organization name of the user for whom the ticket is made. Yes Yes Yes Yes
Required for - Organization - Organization's own items [$TicketRequestedForAccount.
tAccountCust.ColumnName $]
The custom organization entry of the user for whom the ticket is created, where ColumnName represents the name of the corresponding column in the tAccountCust table. Yes Yes Yes Yes
Required for - Other - Person's own items [$TicketRequestedFor.
tPersonCust.ColumnName $]
The custom field of the user for whom the ticket is made, where ColumnName represents the name of the corresponding column in the tPersonCust table. Yes Yes Yes Yes
Solver - Name [$TicketSolverName$] Solver's first and last name. Yes Yes Yes Yes
Solver - Mobile [$TicketSolverMobile$] Solver's Mobile. Yes Yes Yes Yes
Solver - Email [$TicketSolverEmail$] Email of the solver. Yes Yes Yes Yes
Solver - Email 2 [$TicketSolverEmail2$] Solver's second email. Yes Yes Yes Yes
Solver - Telephone to work [$TicketSolverPhoneToWork$] Solver's phone to work. Yes Yes Yes Yes
Solver - Telephone to work 2 [$TicketSolverPhoneToWork2$] Solver's second phone to work. Yes Yes Yes Yes
Solver - Other contacts [$TicketSolverOtherContacts$] Other contacts of the solver. Yes Yes Yes Yes
Director - Department [$TicketSolverDepartment$] Solver's Department. Yes Yes Yes Yes
Solver - Functions [$TicketSolverPosition$] Solver function. Yes Yes Yes Yes
Solver - Office [$TicketSolverOffice$] Solver's Office. Yes Yes Yes Yes
Solver - Name of supervisor [$TicketSolverManagerName$] Name of the solver's direct supervisor. Yes Yes Yes Yes
Solver - Personal number [$TicketSolverPersonalNumber$] Solver's personal number. Yes Yes Yes Yes
Solver - Organization - Name [$TicketSolverAccountName$] Name of the solver's organization. Yes Yes Yes Yes
Solver - Organization - Organization's own items [$TicketSolverAccount.
tAccountCust.ColumnName $]
The solver's custom organization entry, where ColumnName represents the name of the corresponding column in the tAccountCust table. Yes Yes Yes Yes
Solver - Other - Person's own items [$TicketSolver.tPersonCust.
ColumnName
$]
Solver's custom field, where ColumnName represents the name of the corresponding column in the tPersonCust table. Yes Yes Yes Yes
Service Name [$TicketService$] Name of the service including the path in the service tree. Yes Yes Yes Yes
Service - Telephone [$TicketServicePhone$] Service phone number. Yes Yes Yes Yes
Service - Process [$TicketServiceProcess$] Name of the process of the service. Yes Yes Yes Yes
Service - Custom service items [$TicketService.tHdSectionCust.
ColumnName
$]
A custom service item where ColumnName represents the name of the corresponding column in the tHdSectionCust table. Yes Yes Yes Yes
SLA - Name [$TicketSLA$] Name of the SLA ticket. Yes Yes Yes Yes
SLA - Custom SLA items [$TicketSLA.tSlaCust.ColumnName$] Custom SLA item, where ColumnName represents the name of the corresponding column in the tHdSectionCust table. Yes Yes Yes Yes

 

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