Tags that can be used with Maileater

Document ID : KB000029414
Last Modified Date : 14/02/2018
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Introduction:

The file $NX_ROOT\site\text_api.cfg defines the variables that can be interpreted by Service Desk from incoming emails.  It is possible to add your own tag mappings to that file, however this document provides a list of the default tags and their functions.

 

 Instructions:

When sending an email to Service Desk, and you wish to set a value on the ticket, you may use one of the tags listed below.  The email needs to be in plain text in order to be processed properly, and the tag should appear in this format: "%TAG=<input>".  Each tag should appear on its own line, and <input> should be replaced with the value that one wishes to set.

 

Incident Tags:

%AFFECTED_RC - Sets the affected resource by name

%AFFECTED_RC_PERSID - Sets the affected resource by persid

%AFFECTED_SERVICE – Sets the affected service (takes a string)

%ASSIGNEE - sets the assignee by login id

%CALL_BACK_DATE - Sets the call back date.  Proper format is required.

%CATEGORY - Sets the category

%CATEGORY - Sets the problem category (takes a string name)

%CAUSED_BY_CHG - Sets the caused by change order (takes an integer change order number)

%CAUSED_BY_CHG_PERSID - Sets the caused by change order (takes the change order persid)

%CHARGE_BACK - Takes a charge back id (string)

%CUSTOMER - Sets the customer by login id

%CUSTOMER_EMAIL - Set the customer by email

%CUSTOMER_NAME - Sets the customer by name (last first middle)

%DESCRIPTION – Populates the description (takes a string)

%DEVICE – Sets the affected device/resource by name (takes a string)

%EVENT_TOKEN – Sets the event token (Takes a string)

%GROUP - Sets group by UUID

%IMPACT - Sets the impact (integer)

%IMPACT_PERSID - Sets the impact by persid

%INCIDENT_ID - Specifies the incident by id (takes a string)

%INCR_PREDICTED_SLA_VIOLATION – Increments the predicted SLA violation (takes an integer)

%LOG_AGENT – Sets the log agent by UUID

%PRIORITY - Sets the initial priority by ENUM integer

%PRIORITY_ENUM – Sets the priority by ENUM (takes an integer)

%PRIORITY_PERSID – Sets the priority by persid

%PROPERTY - Sets the property value

%REQUESTER - Sets the requester by login id

%REQUESTOR - Sets the requester by login id

%RESOLUTION_CODE - Sets the resolution code (integer)

%RESOLUTION_CODE_PERSID - Sets the resolution code by persid

%RESOLUTION_METHOD - Sets the resolution method (takes an integer)

%RESOLUTION_METHOD_PERSID – Sets the resolution method by persid

%SERVICE_LEVEL – Sets the service level (takes a string)

%SEVERITY – Sets the severity (takes an integer)

%SEVERITY_PERSID – Sets the severity by persid

%STATUS – Populates the status (takes a string)

%STATUS_PERSID – Sets the status by persid

%STRING1 - Used to pass information into the STRING1 field

%STRING2 - Used to pass information into the STRING2 field

%STRING3 - Used to pass information into the STRING3 field

%STRING4 - Used to pass information into the STRING4 field

%STRING5 - Used to pass information into the STRING5 field

%STRING6 - Used to pass information into the STRING6 field

%SUMMARY – Populates the summary (takes a string)

%TEMPLATE – Sets the template name (takes a string

%URGENCY – Sets the urgency (takes an integer)

%URGENCY_PERSID – Sets the urgency by persid

%UUID – Sets the affected resource by UUID

 

Problem Tags:

%AFFECTED_RC - Sets the affected resource by name

%AFFECTED_RC_PERSID - Sets the affected resource by persid

%AFFECTED_SERVICE – Sets the affected service (takes a string)

%ASSIGNEE - sets the assignee by login id

%CALL_BACK_DATE - Sets the call back date.  Proper format is required.

%CATEGORY - Sets the problem category (takes a string name)

%CAUSED_BY_CHG - Sets the caused by change order (takes an integer change order number)

%CAUSED_BY_CHG_PERSID - Sets the caused by change order (takes the change order persid)

%CHARGE_BACK - Takes a charge back id (string)

%CUSTOMER - Sets the customer by login id

%CUSTOMER_EMAIL - Set the customer by email

%CUSTOMER_NAME - Sets the customer by name (last first middle)

%DESCRIPTION – Populates the description (takes a string)

%DEVICE – Sets the affected device/resource by name (takes a string)

%EVENT_TOKEN – Sets the event token (Takes a string)

%GROUP - Sets group by UUID

%IMPACT - Sets the impact (integer)

%IMPACT_PERSID - Sets the impact by persid

%INCR_PREDICTED_SLA_VIOLATION – Increments the predicted SLA violation (takes an integer)

%LOG_AGENT – Sets the log agent by UUID

%PRIORITY - Sets the initial priority by ENUM integer

%PRIORITY_ENUM – Sets the priority by ENUM (takes an integer)

%PRIORITY_PERSID – Sets the priority by persid

%PROBLEM_ID – Specifies the problem number (takes a string)

%REQUESTER - Sets the requester by login id

%REQUESTOR - Sets the requester by login id

%ROOTCAUSE – Sets the root cause (takes an integer)

%ROOTCAUSE_PERSID – Sets the root cause by persid

%SERVICE_LEVEL – Sets the service level (takes a string)

%SEVERITY – Sets the severity (takes an integer)

%SEVERITY_PERSID – Sets the severity by persid

%STATUS – Populates the status (takes a string)

%STATUS_PERSID – Sets the status by persid

%STRING1 - Used to pass information into the STRING1 field

%STRING2 - Used to pass information into the STRING2 field

%STRING3 - Used to pass information into the STRING3 field

%STRING4 - Used to pass information into the STRING4 field

%STRING5 - Used to pass information into the STRING5 field

%STRING6 - Used to pass information into the STRING6 field

%SUMMARY – Populates the summary (takes a string)

%TEMPLATE – Sets the template name (takes a string

%URGENCY – Sets the urgency (takes an integer)

%URGENCY_PERSID – Sets the urgency by persid

%UUID – Sets the affected resource by UUID

 

Request Tags:

%AFFECTED_RC - Sets the affected resource by name

%AFFECTED_RC_PERSID - Sets the affected resource by persid

%ASSIGNEE - sets the assignee by login id

%CALL_BACK_DATE - Sets the call back date.  Proper format is required.

%CATEGORY - Sets the problem category (takes a string name)

%CAUSED_BY_CHG - Sets the caused by change order (takes an integer change order number)

%CAUSED_BY_CHG_PERSID - Sets the caused by change order (takes the change order persid)

%CHARGE_BACK - Takes a charge back id (string)

%CUSTOMER - Sets the customer by login id

%CUSTOMER_EMAIL - Set the customer by email

%CUSTOMER_NAME - Sets the customer by name (last first middle)

%DESCRIPTION – Populates the description (takes a string)

%DEVICE – Sets the affected device/resource by name (takes a string)

%EVENT_TOKEN – Sets the event token (Takes a string)

%GROUP - Sets group by UUID

%IMPACT - Sets the impact (integer)

%IMPACT_PERSID - Sets the impact by persid

%INCR_PREDICTED_SLA_VIOLATION – Increments the predicted SLA violation (takes an integer)

%LOG_AGENT – Sets the log agent by UUID

%PRIORITY - Sets the initial priority by ENUM integer

%PRIORITY_ENUM – Sets the priority by ENUM (takes an integer)

%PRIORITY_PERSID – Sets the priority by persid

%REQUESTER - Sets the requester by login id

%REQUESTOR - Sets the requester by login id

%RESOLUTION_CODE - Sets the resolution code (integer)

%RESOLUTION_CODE_PERSID - Sets the resolution code by persid

%RESOLUTION_METHOD - Sets the resolution method (takes an integer)

%RESOLUTION_METHOD_PERSID – Sets the resolution method by persid

%SERVICE_LEVEL – Sets the service level (takes a string)

%SEVERITY – Sets the severity (takes an integer)

%SEVERITY_PERSID – Sets the severity by persid

%STATUS – Populates the status (takes a string)

%STATUS_PERSID – Sets the status by persid

%STRING1 - Used to pass information into the STRING1 field

%STRING2 - Used to pass information into the STRING2 field

%STRING3 - Used to pass information into the STRING3 field

%STRING4 - Used to pass information into the STRING4 field

%STRING5 - Used to pass information into the STRING5 field

%STRING6 - Used to pass information into the STRING6 field

%SUMMARY – Populates the summary (takes a string)

%TEMPLATE – Sets the template name (takes a string

%URGENCY – Sets the urgency (takes an integer)

%URGENCY_PERSID – Sets the urgency by persid

%UUID – Sets the affected resource by UUID

 

Change Order Tags:

%ACTUAL_COMP_DATE – Sets the actual completion date (takes a date in the proper format)

%ACTUAL_COST – Sets the actual cost (takes an integer)

%ACTUAL_END_DATE – Sets the actual end date (takes a date in the proper format)

%ACTUAL_START_DATE – Sets the actual start date (takes a date in the proper format)

%ACTUAL_TIME – Sets the actual time (takes a time in the proper format)

%AFFECTED_USER – Sets the affected user by login id

%ASSIGNEE - sets the assignee by login id

%BACKOUT_PLAN – Populates the backout plan (takes a string)

%BUSINESS_CASE – Populates the business case (takes a string)

%CAB_APPROVAL – Populates the CAB approval…?

%CAB – Populates the CAB…?

%CATEGORY - Sets the change order category (takes a string name)

%CHANGE_ID – Matches the change id (takes a string)

%CHGTYPE – Sets the change type (takes an integer)

%CLOSURE_CODE – Sets the closure code (takes an integer)

%DESCRIPTION – Populates the description (takes a string)

%EFFORT – Populates the effort (takes a string)

%EST_COMP_DATE – Sets the estimated completion date (takes a date in the proper format)

%EST_COST – Sets the estimated cost (takes an integer)

%EST_TIME – Populates the estimated time (takes a time in the proper format)

%GROUP - Sets group by UUID

%IMPACT - Sets the impact (integer)

%INCR_PREDICTED_SLA_VIOLATION – Increments the predicted SLA violation (takes an integer)

%JUSTIFICATION – Populates the justification (takes a string)

%NEED_BY_DATE – Sets the need by date (takes a date in the proper format)

%ORGANIZATION – Sets the organization by UUID

%PRIORITY - Sets the initial priority by ENUM integer

%PRIORITY_ENUM – Sets the priority by ENUM (takes an integer)

%REQUESTER - Sets the requester by login id

%REQUESTOR - Sets the requester by login id

%RISK – Sets the risk (takes an integer)

%ROOTCAUSE_PERSID – Sets the root cause by persid

%ROOTCAUSE – Sets the root cause (takes an integer)

%SCHED_DURATION – Sets the scheduled duration (takes a time in the proper format)

%SCHED_START_DATE – Sets the scheduled start date (takes a date in the proper format)

%STATUS – Populates the status (takes a string)

%STRING1 - Used to pass information into the STRING1 field

%STRING2 - Used to pass information into the STRING2 field

%STRING3 - Used to pass information into the STRING3 field

%STRING4 - Used to pass information into the STRING4 field

%STRING5 - Used to pass information into the STRING5 field

%STRING6 - Used to pass information into the STRING6 field

%SUMMARY – Populates the summary (takes a string)

%TEMPLATE – Sets the template name (takes a string)

 

Issue Tags:

%CATEGORY - Sets the change order category (takes a string name)

%DESCRIPTION – Populates the description (takes a string)

%EFFORT – Populates the effort (takes a string)

%EST_COMP_DATE – Sets the estimated completion date (takes a date in the proper format)

%EST_COST – Sets the estimated cost (takes an integer)

%EST_TIME – Populates the estimated time (takes a time in the proper format)

%FLAG1 - Used to pass information into the FLAG1 field

%FLAG2 - Used to pass information into the FLAG2 field

%FLAG3 - Used to pass information into the FLAG3 field

%FLAG4 - Used to pass information into the FLAG4 field

%FLAG5 - Used to pass information into the FLAG5 field

%FLAG6 - Used to pass information into the FLAG6 field

%FOR_A – Set contact type (takes an integer)

%FROM – Populates from (takes a login id)

%GROUP - Sets group by UUID

%IMPACT - Sets the impact (integer)

%IMPACT_PERSID – Sets impact by persid

%INCR_PREDICTED_SLA_VIOLATION – Increments the predicted SLA violation (takes an integer)

%ISSUE_ID – Matches the issue number (takes a string)

%JUSTIFICATION – Populates the justification (takes a string)

%NEED_BY_DATE – Sets the need by date (takes a date in the proper format)

%NOTES – Populates the notes (takes a string)

%ORGANIZATION – Sets the organization by UUID

%PRIORITY - Sets the initial priority by ENUM integer

%PRIORITY_ENUM – Sets the priority by ENUM (takes an integer)

%PRIORITY_PERSID – Sets the priority by persid

%PRODUCT_PERSID – Sets the product by persid

%PRODUCT – Sets the product (takes an integer)

%PROMISED_DATE – Sets the need by date (takes a date in the proper format)

%REQUESTER - Sets the requester by login id

%REQUESTOR - Sets the requester by login id

%RESOLUTION – Set resolution (takes a string)

%RISK – Sets the risk (takes an integer)

%ROLE – Sets the role of the person creating the ticket (takes an integer)

%ROOTCAUSE – Sets the root cause (takes an integer)

%ROOTCAUSE_PERSID – Sets the root cause by persid

%ROOTCAUSE – Sets the root cause (takes an integer)

%SERVICE_DATE – Sets the service date (takes a date in the proper format)

%SERVICE_LEVEL – Sets the service level (takes a string)

%SERVICE_NUM – Sets the service number (takes a string)

%STATUS – Populates the status (takes a string)

%STATUS_PERSID – Sets the status by persid

%STRING1 - Used to pass information into the STRING1 field

%STRING2 - Used to pass information into the STRING2 field

%STRING3 - Used to pass information into the STRING3 field

%STRING4 - Used to pass information into the STRING4 field

%STRING5 - Used to pass information into the STRING5 field

%STRING6 - Used to pass information into the STRING6 field

%SUMMARY – Populates the summary (takes a string)

%TEMPLATE – Sets the template name (takes a string)

%USER1 - Used to pass information into the USER1 field

%USER2 - Used to pass information into the USER2 field

 %USER3 - Used to pass information into the USER3 field