Customize e-mails sent by the helpdesk
The content and subject of each of these message types is read from a template
text file, which you are free to modify. They are:
Templates for emails sent to the operator and contact when a Job is actioned:
email_job_closed_contact.txt
email_job_closed_operator.txt
email_job_hold_contact.txt
email_job_hold_operator.txt
email_job_open_contact.txt
email_job_open_operator.txt
Templates for emails sent to the operator and and the manager when a Job is
escalated:
email_job_escalate_manager.txt
email_job_escalate_operator.txt
These files must be placed in the same folder as you installed the web helpdesk.
If you delete them, a default subject and message body will be used.
You may edit these files using Notepad or similar text editor only. Here is
an example of one:
'JOB EMAIL TEMPLATE - JOB STATUS = OPEN
'SENT TO - CONTACT
'
'Please see the helpfile for information on using/modifying this file
#SUBJECT=Helpdesk Job #JOB_ID
Your helpdesk job has been updated/created and can be viewed using this link:
#GSTLOGIN
(please use the entire url, which may have wrapped onto more than one line)
#HISTORY
Please note:
- In this particular example, this file only applies if the jobs status is
OPEN. It is only sent to the Customer Contact, another template is used for
the email sent to the Operator and for different Job statuses
- Any line starting with an apostrophe is ignored and will not form part of
the email.
- If you put a new line character in, this will be included in the email.
- Special keywords (see list below), all start with the # character and will
be replaced with the appropriate information from the Job.
- The email subject will be determined by the line containing #SUBJECT=This
is the subject (note the lack of spaces before the = sign)
Special Keywords
#BCC=helpdesk1@lbehelpdesk;helpdesk2@lbehelpdesk - a ; separated list of addresses
that will receive a bcc of this email
#GSTLOGIN - this is the url which allows the guest to login and then go straight
to a particular Job
#OPLOGIN - this is the url which allows the operator to login and then go straight
to a particular Job
#JOB_ID - the job id
#PARENT_ID - the job id of any parent job
#CREATED - the date time the job was created.
#LAST_ACTIONED - the date time the job was actioned (same as CREATED if this
is the first action).
#ACTIONED_BY - the name of the operator that actioned the job
#TO_COMPLETE_BY - the target completion date.
#COMPLETED_ON - date the job was actually completed.
#JOB_STATUS - the current job status,
#HOURS_OVERDUE - how many hours overdue (negative if not)
#DAYS_OVERDUE - how many days overdue (negative if not)
#ELAPSED_HOURS - number of hours elapsed since first created (ignoring office
hours).
#ELAPSED_DAYS - number of days elapsed since first created (ignoring office
hours).
#PROBLEM - Problem description
#TO_DO - To Do description
#SOLUTION - Solution description
#HISTORY - the complete job history
#PASSED_TO - the operator this job was passed on to
#CURRENTLY_OPENED_BY - who has the job open at the moment (if anyone)
#EMAIL_PASSED_TO - the email address of the operator it was passed to
#TIME_SPENT - the amount of time logged against this action ONLY
#MONEY_SPENT - the amount of money logged against this action ONLY
#TOTAL_TIME_SPENT - the amount of time spent so far
#TOTAL_MONEY_SPENT - the amount of money spent so far
#NOTES - the notes of the last action
#CATEGORY - Current job category
#PRIORITY - Current job priority
#JOB_CUSTOM1 - Job Custom1 field value
#JOB_CUSTOM2 - Job Custom2 field value
#JOB_CUSTOM3 - Job Custom3 field value
#JOB_CUSTOM4 - Job Custom4 field value
#ASSET_NUMBER - Asset information (if relevant)
#ASSET_DESCRIPTION
#ASSET_MANUFACTURER
#ASSET_MODEL_NUMBER
#ASSET_SERIAL_NUMBER
#ASSET_PURCHASE_DATE
#ASSET_COMMENT
#ASSET_DISPOSAL_DATE
#ASSET_PURCHASE_ORDER
#ASSET_INVOICE_NUMBER
#ASSET_PURCHASE_PRICE
#ASSET_VENDOR
#ASSET_TYPE_DESCRIPTION
#ASSET_CUSTOM1 - ASSET Custom1 field value
#ASSET_CUSTOM2 - ASSET Custom2 field value
#CONTACT_TITLE - customer contact information:
#CONTACT_FORENAME
#CONTACT_SURNAME
#CONTACT_JOB_TITLE
#CONTACT_TELEPHONE
#CONTACT_FAX
#CONTACT_MOBILE
#CONTACT_EMAIL
#CONTACT_CUSTOM1
#CONTACT_CUSTOM2
#DEPARTMENT_NAME
#DEPARTMENT_LOCATION
#CUSTOMER_NAME
#CUSTOMER_REFERENCE
#CUSTOMER_CUSTOM1
#CUSTOMER_CUSTOM2
#CONTRACT_EXPIRY
#JOB_ALLOWANCE
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