Tags
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
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 |
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Syntax: #[CUSTOM_TAGS.Name of field]# example#[CUSTOM_TAGS.CI: CI Number]# |
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Database Fields tags
Description | Example |
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Syntax: #[DB_FIELDS.Relation key.Linked table.Linked field ID]# example#[DB_FIELDS.ASSET_ID.AM_ASSET.ASSET_TAG]# |
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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]# . |
Special Cases tags
Description | Exemple |
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Syntax: #[WF_TAGS.Field ID]# example#[WF_TAGS.CATALOG_GROUP]# |
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Mail Components tags
Description | Exemple |
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Workflow Variables tags
Description | Exemple |
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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
next to the fields.
The data entry wizard will be displayed.
- Select the tab containing the tag you want to insert.
See Description of types
- 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 |
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#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 |
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#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) |
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#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) |
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#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 |
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#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 |