Tags

Last modified on 2022/10/17 18:03
Contents
Definition

A tag is a predefined dynamic component used in emails. It refers to a field value that is evaluated when the tag is called so that the current value within the context of use is retrieved.

EndDefinition
  • Tags are used in emails sent in workflows, business rules, scheduled alerts and email templates. 
  • To simplify their use, tags are grouped by type based on their context of use.
  • You can click Roles-Tags window icon.png next to the Title and Message fields to access a list of tags. A data entry wizard will appear. The tags you select will be inserted in the text editor with the syntax of the type to which they belong.

Classification of tags

Parent Queries tags

Description Exemple
  • Tags related to available fields in the parent query associated with the object.
  • The data entry wizard displays the field names.

Syntax: #[CUSTOM_TAGS.Name of field]#

example#[CUSTOM_TAGS.CI: CI Number]#

 Tags - Parent queries list.png

Database Fields tags

Description Example
  • Tags related to fields IDs in database tables (main table and linked tables).
  • The data entry wizard displays:
    • The main table for the first record.
    • One record for each linked table. The name of the unique key field linked to the main table is indicated between brackets. Click Tree expand icon.png next to one of the tables to display the list of fields.

Syntax: #[DB_FIELDS.Relation key.Linked table.Linked field ID]#

example#[DB_FIELDS.ASSET_ID.AM_ASSET.ASSET_TAG]#

 Tags - Data fields list.png
  • Applicable only to the main table, you can insert the value of the tag before or after the business rule run by the system:

Previous tag value:#[DB_FIELDS.Name of field.OLD]#

New tag value:#[DB_FIELDS.Name of field.NEW]#

example You want an email to be sent using a business rule triggered when the Incident description field is modified

.

==> Body of the message: The description of the incident was modified from #[DB_FIELDS.DESCRIPTION.OLD]# to #[DB_FIELDS.DESCRIPTION.NEW]#

.

Best Practice icon.png  For a multilingual field:

  • We recommend that you use fields ending with $lng when searching for values in the target user language when the tag is being evaluated.
  • If the value was not translated into certain languages, select the field in the reference language (fields ending with _EN for English or _FR for French).

Special Cases tags

Description Exemple
  • Tags predefined in Service Manager, associated with specific fields.
  • When you roll your mouse over certain tags, an infotip is displayed.

Syntax: #[WF_TAGS.Field ID]#

example#[WF_TAGS.CATALOG_GROUP]#

 Tags - Special cases list.png

Mail Components tags

Description Exemple
  • Tags related to mail components. Tags - Mail Components example.png

    Syntax: #[MAIL_PART.Name_mail_component]#

    example#[MAIL_PART.ServiceDesk_Signature]#

 Tags - Mail Components list.png

Workflow Variables tags

Description Exemple
  • Tags related to instance variables defined in workflow steps. Tags - Workflow variables example.png

    Syntax: #[VAR.Instance variable name]#

    example#[VAR.COUNT_VALIDATION]#

 Tags - Workflow variables list.png

Example

In a workflow, you want to configure the Send Email step to send an email to the Asset Manager.

  • In the subject of the message, you add a tag to identify the asset.

    Modification of equipment #[CUSTOM_TAGS.Asset code]#.

  • In the body of the message, you add a tag to identify the new user of the asset and the scheduled installation date.

    This piece of equipment will be assigned to a new user, #[CUSTOM_TAGS.Next assignment]#, and will be installed on #[CUSTOM_TAGS.Installation date]#.

Notes

  • Automatic actions do not allow the sending of emails and consequently, the use of tags. These are as follows: Calculation of Target Resolution Date; Conditional Step; Codeless Conditional Step; Internal Update Step; Web Service Step; Automatic Processing; and Workflow End. 
  • If the name of a field is modified in a parent query while it is being used by a parent query tag, the old name of the tag will remain valid.

Best Practice

  • To ensure that no syntax errors are made, you should use the data entry wizard to insert tags.
  • We recommend that you enter tags manually only if you are copying and pasting from an existing email in order to adapt the email to another situation.
  • To indicate in an email that the tag does not return any value using N/A, you should activate the other parameter {SM} Display N/A for tags with null values in emails.

Caution

  • To select a tag in the data entry wizard, click the tag you want and close the window. You are not required to click any button to validate.
  • In the event of an error, delete the instruction in the email manually and open the data entry wizard again.

Procedure: How to specify tags in an email

1. Display the screen for creating an email.

2. Add tags in the Subject and Message fields of the email.

  • Click Roles-Tags window icon.png next to the fields.
             Tags - Workflow example.png

The data entry wizard will be displayed.
         Tags - Mail Components list.png

  • Click the tag you want to insert in the email.
  • Close the window.
     The tag syntax will automatically be inserted in the field.

Notes:

  • You can enter the tag manually. You must ensure that the syntax for the type is correct.
  • To modify or delete a tag in the email, delete it manually and, if required, select another.

3. Place the tag as required in the email.

List of system tags

The list below contains Specific tags as well as other system tags that are not displayed in the data entry wizard.

Tag Function Notes
#ACTION_CREATION_DATE# Creation date of the action #ACTION_CREATION_DATE_SHORT#: Returns the date without hours, minutes, seconds or the time zone
#CURRENT_ACTION_GROUP# Name of the group in charge of the action generated by the workflow
#ACTION_GROUP_MANAGER# Manager of the group in charge of the action generated by the workflow
#CURRENT_ACTION_ID# ID of the action (action key)
#ACTION_OWNER# Name of the Support person in charge of the action generated by the workflow Identical to #ACTION_SUPPORT#
#ACTION_SUPPORT# Name of the Support person in charge of the action generated by the workflow Identical to #ACTION_OWNER#
#ANALYTICAL_CHARGE# Analytical account where the request is booked Only for change requests
#ASSET_CATEGORY# Type of the asset concerned by the incident/request Only if an asset is associated with the incident/request
#ASSET_COMMENT# Comment associated with the asset
#ASSET_CRITICAL_LEVEL# Critical level of the equipment
#ASSET_NETWORK_IDENTIFIER# Network ID of the asset concerned by the incident/request Only if an asset with a network ID is associated with the incident/request
#ASSET_SERIAL_NUMBER# Serial number of the asset concerned by the incident/request Only if an asset is associated with the incident/request
#ASSET_STATUS# Status of the asset concerned by the incident/request Only if an asset is associated with the incident/request
#ASSET_TAG# Asset tag concerned by the incident/request Only if an asset is associated with the incident/request
#ASSET_WARANTY_REFERENCE# Type of equipment warranty
#CATALOG_AVAILABLE_FIELD_1#, #CATALOG_AVAILABLE_FIELD_2#, ..., #CATALOG_AVAILABLE_FIELD_6# Names of the six user-defined fields for the catalog entry
#CATALOG_CODE# Catalog entry code
#CATALOG_DESCRIPTION# Description of the catalog entry
#CATALOG_GROUP# Group in charge of the catalog entry
#CATALOG_GROUP_MANAGER# Manager of the group in charge of the catalog entry Not to be confused with the catalog entry manager #CATALOG_MANAGER#
#CATALOG_MANAGER# Manager of the catalog entry Identical to #MANAGER#
#CATALOG_TITLE# Name of the catalog entry (last level)
#CI_CATALOG_DESCRIPTION# Description of the Configuration Item model in the CI catalog
#CI_CRITICAL_LEVEL# Critical level of the CI
#CI_MANAGER# Manager of the CI
#CI_NAME# Name of the CI concerned by the incident/request
#CI_VERSION# Version of the CI concerned by the incident/request
#CLICK_HERE_LINK# Auto connection link to the action generated in a workflow or a business rule step, inserted in an email as a Click here link
  • You must enable the parameters called {ADMIN} Enable auto connection link in emails for groups and {ADMIN} Enable auto connection link in emails for individual users (True) in the Other Parameters menu.
  • By default, the Click here link is automatically added to the bottom of the email. Use this tag if you want to place the link elsewhere in the email.
#CLOSING_GROUP# Group in charge of closing the incident/request
#COMMENT# All comments for previous actions
#CURRENT_ACTION_ID# Key of the current action
#DEPARTMENT# Department of the incident/request Usually the department of the recipient, except if it was modified in the Incident/Request form
#DESCRIPTION# Description of the incident/request entered by the Technical Support team (quick call) or by the user (Self Service)
#END_DATE# End date of the incident/request (date and time of the closing action)
  • Specified only in the closing action
  • #END_DATE_SHORT#: Returns the date without hours, minutes, seconds or the time zone
#ENTITY_WORKING_HOURS# Service hours associated with the SLA of the recipient's department (raw data)
#ENTITY_WORKING_HOURS_HTML# Service hours associated with the SLA of the recipient's department (formatted data)
#EQUIPMENT.AVAILABLE_FIELD_1#, #EQUIPMENT.AVAILABLE_FIELD_2#, ..., #EQUIPMENT.AVAILABLE_FIELD_6# Names of the six user-defined fields for the asset
#EXPECTED_DATE_UT # Scheduled resolution date of the incident or service request
#EXTERNAL_REFERENCE# External reference of the incident/request Not usually displayed in quick calls
#FINANCIAL_VALIDATOR# Financial approval manager of the recipient
#FORM_DETAILS# Contents of the form associated with the incident/request
#GROUP_MANAGER# Group responsible for the catalog entry Identical to #OWNING_GROUP#
#LOCATION# Location of the incident/request Usually the location of the recipient, except if it was modified in the Incident/Request form
#MANAGER# Manager of the catalog entry Identical to #CATALOG_MANAGER#
#MANUFACTURER# Manufacturer of the equipment concerned by the incident/request Only if an asset is associated with the incident/request
#MAX_INTERVENTION_DATE# Latest date on which the IT Department service provider must intervene (OLA)
  • Only for an action
  • #MAX_INTERVENTION_DATE_SHORT#: Returns the date without hours, minutes, seconds or the time zone
#MAX_RESOLUTION_DATE# Latest date on which the incident/request must be solved (SLA) #MAX_RESOLUTION_DATE_SHORT#: Returns the date without hours, minutes, seconds or the time zone
#MODEL# Model of the equipment concerned by the incident/request Only if an asset is associated with the incident/request
#MONTHLY_NET_RENTAL# Monthly rental charged back by the IT Department for the maintenance of the service and its options Only for a request
#MONTHLY_NET_RENTAL_CURRENCY# Currency of the monthly rental charged back Only for a request
#NET_PRICE# Net rental charged back by the IT Department for the maintenance of the service and its options Only for a request
#NET_PRICE_CURRENCY# Currency of the net rental charged back Only for a request
#ORIGIN# Method used by the requestor to report the incident/request
#OWNER# Manager in charge of the incident/request By default, this is the person who created the incident/request
#OWNING_GROUP# Group in charge of the incident/request Identical to #GROUP_MANAGER#
#PACKAGE_NAME# Name of the remote software distribution package associated with the catalog entry
#PHONE# Phone number specified in the Incident/Request form By default, this is the phone number of the recipient
#PRIORITY# Priority level of the incident Only for an incident
#QUESTION_RESULTS# Questions and answers in the questionnaire (raw data)
#QUESTION_RESULTS_HTML# Questions and answers in the questionnaire (formatted data)
#RECIPIENT# Name of the recipient of the incident/request By default, this is the name of the requestor
#RECIPIENT_AVAILABLE_FIELD_1#, #RECIPIENT_AVAILABLE_FIELD_2#, ..., #RECIPIENT_AVAILABLE_FIELD_6# Names of the six user-defined fields associated with the recipient's User form
#RECIPIENT_ADRESS_1# Address 1 of the recipient's location
#RECIPIENT_ADRESS_2# Address 2 of the recipient's location
#RECIPIENT_CELL_PHONE# Cell phone number of the recipient
#RECIPIENT_CITY# City where the recipient is located
#RECIPIENT_COMMENT# Comment associated with the recipient's User form
#RECIPIENT_CONTRACTS# Contract information the recipient is in charge of (raw data)
#RECIPIENT_CONTRACTS_HTML# Contract information the recipient is in charge of (formatted data)
#RECIPIENT_COST_CENTER# Cost center of the recipient
#RECIPIENT_COUNTRY# Country where the recipient is located
#RECIPIENT_DEPARTMENT_AVAILABLE_FIELD_1#, #RECIPIENT_DEPARTMENT_AVAILABLE_FIELD_2#, ..., #RECIPIENT_DEPARTMENT_AVAILABLE_FIELD_6# Names of the six user-defined fields associated with the recipient's Department form
#RECIPIENT_DEPARTMENT_FULL# Full department of the recipient (all levels) Usually identical to #DEPARTMENT#, except if it was modified in the Incident/Request form
#RECIPIENT_DEPARTMENT_LAST_LEVEL# Department of the recipient (last level)
#RECIPIENT_DEPARTMENT_MANAGER# Manager of the recipient's department
#RECIPIENT_EMAIL# Email address of the recipient
#RECIPIENT_FULL_ADDRESS# Full address of the recipient (address 1 address 2 city zip code) Fields separated by a space
#RECIPIENT_FULL_ADDRESS_COMMA# Full address of the recipient (address 1 address 2 city zip code) Fields separated by a comma
#RECIPIENT_FULL_ADDRESS_CRLF# Full address of the recipient (address 1 address 2 city zip code) Fields separated by a carriage return
#RECIPIENT_FUNCTION# Job title of the recipient
#RECIPIENT_IDENTIFICATION# Employee number of the recipient
#RECIPIENT_LOCATION_AVAILABLE_FIELD_1#, #RECIPIENT_LOCATION_AVAILABLE_FIELD_2#, ..., #RECIPIENT_LOCATION_AVAILABLE_FIELD_6# Names of the six user-defined fields associated with the recipient's Location form
#RECIPIENT_LOCATION_FULL# Full location of the recipient (all levels) Usually identical to #LOCATION#, except if it was modified in the Incident/Request form
#RECIPIENT_LOCATION_LAST_LEVEL# Location of the recipient (last level)
#RECIPIENT_LOCATION_MANAGER# Manager of the recipient's location
#RECIPIENT_LOGIN# Login of the recipient
#RECIPIENT_MANAGER# Manager of the recipient
#RECIPIENT_PHONE# Phone number of the recipient Usually identical to #PHONE#, except if it was modified in the Incident/Request form
#RECIPIENT_TITLE# Title of the recipient
#RECIPIENT_VIP_LEVEL# VIP level of the recipient
#RECIPIENT_ZIP# Zip code of the recipient's location
#RELEASE_GROUP_MANAGER# Group in charge of the release project
#RELEASE_MANAGER# Manager in charge of the release project
#REQUEST.AVAILABLE_FIELD_1#, #REQUEST.AVAILABLE_FIELD_2#, ..., #REQUEST.AVAILABLE_FIELD_6# Names of the six user-defined fields associated with the Incident/Request form
#REQUESTOR# Name of the requestor
#REQUESTOR_ADRESS_1# Address 1 of the requestor's location
#REQUESTOR_ADRESS_2# Address 2 of the requestor's location
#REQUESTOR_CELL_PHONE# Cell phone number of the requestor
#REQUESTOR_CITY# City where the requestor is located
#REQUESTOR_CONTRACTS# Contract information the requestor is in charge of (raw data)
#REQUESTOR_CONTRACTS_HTML# Contract information the requestor is in charge of (formatted data)
#REQUESTOR_COST_CENTER# Cost center of the requestor
#REQUESTOR_COUNTRY# Country where the requestor is located
#REQUESTOR_AVAILABLE_FIELD_1#, #REQUESTOR_AVAILABLE_FIELD_2#, ..., # REQUESTOR_AVAILABLE_FIELD_6# Names of the six user-defined fields associated with the requestor's User form
#REQUESTOR_COST_CENTER# Cost center of the requestor
#REQUESTOR_DEPARTMENT_AVAILABLE_FIELD_1#, #REQUESTOR_DEPARTMENT_AVAILABLE_FIELD_2#, ..., #REQUESTOR_DEPARTMENT_AVAILABLE_FIELD_6# Names of the six user-defined fields associated with the requestor's Department form
#REQUESTOR_DEPARTMENT_FULL# Full department of the requestor (all levels)
#REQUESTOR_DEPARTMENT_LAST_LEVEL# Department of the requestor (last level)
#REQUESTOR_DEPARTMENT_MANAGER# Manager of the requestor's department
#REQUESTOR_FULL_ADDRESS# Full address of the requestor (address 1 address 2 city zip code) Fields separated by a space
#REQUESTOR_FULL_ADDRESS_COMMA# Full address of the requestor (address 1 address 2 city zip code) Fields separated by a comma
#REQUESTOR_FULL_ADDRESS_CRLF# Full address of the requestor (address 1 address 2 city zip code) Fields separated by a carriage return
#REQUESTOR_FUNCTION# Job title of the requestor
#REQUESTOR_LOCATION_AVAILABLE_FIELD_1#, #RECIPIENT_LOCATION_AVAILABLE_FIELD_2#, ..., #RECIPIENT_LOCATION_AVAILABLE_FIELD_6# Names of the six user-defined fields associated with the requestor's Location form
#REQUESTOR_LOCATION_FULL# Full location of the requestor (all levels)
#REQUESTOR_LOCATION_LAST_LEVEL# Location of the requestor (last level)
#REQUESTOR_LOCATION_MANAGER# Manager of the requestor's location
#REQUESTOR_LOGIN# Login of the requestor
#REQUESTOR_MANAGER# Manager of the requestor
#REQUESTOR_PHONE# Phone number of the requestor Usually identical to #PHONE#, except if it was modified in the Incident/Request form
#REQUESTOR_TITLE# Title of the requestor
#REQUESTOR_VIP_LEVEL# VIP level of the requestor
#REQUESTOR_ZIP# Zip code of the requestor's location
#RFC_NUMBER# Incident/request number
#ROOT_CAUSE# Root cause of the incident
  • Only for incidents.
  • Specified only in the closing action
#SEVERITY# Severity of the incident estimated by the technical support team during the quick call
#SLA# SLA associated with the incident/request
#SOLUTION# Description of the solution entered in the Action form Description of the summary for the previous action
#STATUS# Status of the incident/request
#SUBJECT# Category of the incident/request (full path)
#SUBMIT_DATE# Creation date of the incident/request #SUBMIT_DATE_SHORT#: Returns the date without hours, minutes, seconds or the time zone
#SUBMITTED_BY# Name of the person who registered the incident/request Usually identical to #OWNER#, except if it was modified in the Incident/Request form
#SUBMITTED_BY_PHONE# Phone number of the person who registered the incident/request Usually identical to #OWNER#, except if it was modified in the Incident/Request form
#UPDATE_DATE# Date on which the incident/request was modified
#URGENCY# Urgency level of the incident/request Determined by the urgency indicated in the incident catalog, this can be increased by taking into consideration the VIP level of the user and/or the critical level of the equipment
#WORKFLOW# Workflow associated with the incident/request
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