Reply template variables (Service)

In the email message, you can use template variables to insert customer-specific information to give the message a more personal touch. In this way, you can customize the content for each individual customer.

In the tables below you can find all template variables for SuperOffice Service and SuperOffice Marketing.

When editing reply templates and mailings, you can insert template variables by typing the variable between two square brackets ([[ ]] ). Example: [[customer.name]]. In the HTML editor, you can also select the most common variables from the Template variable menu.

Attachments (only SuperOffice Marketing)

Variable	Description
attachment.downloadUrl	Link to download the attachment
attachment.name	Attachment file name
attachment.openUrl	Link to open the attachment
InEmailClient	1 if the mailing message is shown inside the email client, not present when the mailing message is shown online in a browser
isWebPage	1 if the mailing message is shown online in a browser

License info

Variable	Description
licence.admin	1 if the customer has licence for Admin, otherwise 0
licence.advancedfaq	1 if the customer has licence for Advanced FAQ, otherwise 0
licence.ajax	1 if the customer has licence for Ajax, otherwise 0
licence.blogic	1 if the customer has licence for bLogic, otherwise 0
licence.chat	1 if the customer has licence for Chat, otherwise 0
licence.custlang	1 if the customer has licence for CustLang, otherwise 0
licence.customer	1 if the customer has licence for Customer, otherwise 0
licence.document	1 if the customer has licence for Document, otherwise 0
licence.extdb	1 if the customer has licence for Extdb, otherwise 0
licence.help	1 if the customer has licence for Help, otherwise 0
licence.knowledge	1 if the customer has licence for Knowledge, otherwise 0
licence.logout	1 if the customer has licence for Logout, otherwise 0
licence.macro	1 if the customer has licence for Macro, otherwise 0
licence.retail	1 if the customer has licence for Retail, otherwise 0
licence.rms	1 if the customer has licence for RMS, otherwise 0
licence.sms	1 if the customer has licence for SMS, otherwise 0
licence.soap	1 if the customer has licence for Soap, otherwise 0
licence.soapPublic	1 if the customer has licence for Soap Public, otherwise 0
licence.spm	1 if the customer has licence for SPM, otherwise 0
licence.standardEdition	1 if the customer has licence for Standard Edition, otherwise 0
licence.stat	1 if the customer has licence for Stat, otherwise 0
licence.ticket	1 if the customer has licence for Ticket, otherwise 0

Links (only SuperOffice Marketing)

Variable	Description
Link for viewing message online	URL for showing the mailing message online in a browser, for example ‘Click here if this message looks funny’
link.subscription	The link to cancel your subscription
link.viewShipmentMessage	The link to view the mailing message online

Maintenance

Variable	Description
config.adminMail	The email address for the system administrator for this installation
config.cgiBin	The URL suffix for the executable program files
config.cgiUrl	The external base URL for the installation
config.cgiUrlInternal	The internal base URL for the installation
config.companyAddress	The address of the owner company
config.companyName	The name of the owner company
config.defaultMail	The default mail-from address for this installation
config.gfxUrl	The URL suffix for the GFX-files
config.mailTag	The “Please include the ticket ID…” phrase used as first line in outbound emails
config.panicMail	The email address to send error messages to
config.smtpHost	The hostname for the outbound SMTP
config.smtpPort	The port for the outbound SMTP
config.tag	The prefix before the request number in the subject line for emails. For example, “ejTag:“
config.uniqueId	The unique ID for this installation
config.warning	The path for the warning log files
config.wwwPath	The system path for WWW files

Variables for a selected contact

Variable	Description
customer.bestName	The best available name for this customer
customer.cellphone	Mobile phone number
customer.deleted	1 If this customer is deleted
customer.email	Email address
customer.firstname	First name
customer.id	Contact ID (hidden, unique ID)
customer.language	Selected language on contact
customer.lastname	Last name
customer.middlename	Middle name
customer.mrmrs	Mr/Ms field
customer.name	Full name
customer.note	Note
customer.ourContact	The id (ejuser) of the agent which is marked as the primary support contact for this customer
customer.password	Password in SuperOffice Customer Centre
customer.phone	Phone number
customer.salutation	Salutation - the full name if available, or the email address if no name is known
customer.title	Title
customer.username	User name in SuperOffice Customer Centre
makeSalutation(customer.id)	Salutation

Variables for requests (only SuperOffice Service)

Variable	Description
ticket.activate	When to activate the request, if it is in a postponed state
ticket.alertLevel	Alert level
ticket.author	The name of the person creating the request
ticket.category	Same as ticket.category.id
ticket.category.externalName	Category, external name
ticket.category.fullname	Category
ticket.category.id	Category ID (hidden, unique ID)
ticket.category.name	The name of the category for the ticket
ticket.closedAt	When the request was closed
ticket.closedAtRaw	The datetime when the request was closed in YYYY-MM-DD HH
ticket.createdAt	The datetime when the request was created in the user’s default format
ticket.createdAtRaw	The datetime when the request was created in YYYY-MM-DD HH
ticket.customer	The ID of the customer for the request
ticket.customerName	The request’s contact, name
ticket.customerUrl	The URL for accessing the request for the customer
ticket.customerUrlEnc	The URL for accessing the request for the customer, URL-encoded
ticket.customerUrlOld	The URL for accessing the request for the customer, not encoded. Kept for backwards compatibility.
ticket.dbiAgentId	The ID of the DBI agent if this request was synced using DBI
ticket.dbiKey	The external primary key if this request was synced using DBI
ticket.deadline	The deadline of the request
ticket.id	Request ID (hidden, unique ID)
ticket.lastChanged	The datetime when the request was last changed in the user’s default format
ticket.lastChangedRaw	The datetime when the request was last changed in YYYY-MM-DD HH
ticket.ownerCellphone	The request’s owner, mobile phone number
ticket.ownerFullName	The request’s owner, full name
ticket.ownerUsername	The request’s owner, user name
ticket.priority	Priority
ticket.project.id	Project ID
ticket.project.name	Project Name
ticket.readByCustomer	The date/time when the request was read by the customer in the user’s default format
ticket.readByCustomerRaw	The date/time when the request was read by the customer in YYYY-MM-DD HH
ticket.readByOwner	The date/time when the request was read by the owner in the user’s default format
ticket.readByOwnerRaw	The date/time when the request was read by the owner in YYYY-MM-DD HH
ticket.sale.id	Sale ID
ticket.sale.heading	Sale Heading
ticket.slevel	The access level of the ticket (1 = Internal, 2 = External)
ticket.status	The name of the status (Open, Closed, Postponed)
ticket.ticketStatus	The name of the user defined status
ticket.title	Request title
ticket.url	The URL for accessing the request for user agents
ticket.urlWithSession	The URL for accessing the request for user agents containing the current user session
ticket.userUrl	The URL for accessing the request for user agents

Variables for selected company

Variable	Description
company.adr	Address
company.department	Department
company.domain	Domain
company.fax	Fax number
company.id	Company ID (hidden, unique ID)
company.name	Company name
company.note	Note
company.ourContact	Same as company.primaryContact.id
company.ourContact.cellphone	Our contact, cell phone number
company.ourContact.email	Our contact, email address
company.ourContact.name	Our contact, name
company.ourContact.phone	Our contact, phone number
company.ourSalesContact	The id (associate) of the company’s KAM
company.ourSalesContact.cellphone	Our sales contact, cell phone number
company.ourSalesContact.email	Our sales contact, email address
company.ourSalesContact.name	Our sales contact, name
company.ourSalesContact.phone	Our sales contact, phone number
company.phone	Phone number
company.primaryContact.email	Main contact, email address
company.primaryContact.id	The id (ejuser) of the agent which is marked as the primary support contact for this company
ourContact.email	Our contacts email address
ourContact.name	Our contact

Variables for reply templates (user) (only SuperOffice Service)

Please note that these variables will not work for automated replies sent by the system, because such replies are not linked to a user.

Variable	Description
user.access	The sender’s functional access as a bitmask
user.dictionary	The users default dictionary language
user.email	Email address
user.firstname	First name
user.id	The primary key of the sender in the ejuser table
user.language	Sender’s selected language
user.lastname	Last name
user.loginname	Login name
user.middlename	Middle name
user.name	The full name of the user agent
user.signature	Sender’s signature from Settings
user.status	The sender’s status (1 = normal, 2 = not available, 3 = deleted)
user.username	The sender’s username, not necessarily same as loginname

Conditional values

[[IF

=“1”]]

Condition is one

[[ELSEIF

=“2”]]

Condition is two

[[ELSE]]

Condition is something else

[[ENDIF]]

Choose from values:

[[DECODE

,“value1”,“return1”,“value2”,“return2”,“default”]]

Set variable:

[[SET

=“value”]]

Increment variable:

[[INC

]]

Decrement variable:

[[DEC

]]

Format date:

[[FORMAT-DATE:“date”,“YY4 MM2 DD2 HH24:MI2

”]]

Format time:

[[SEC-TO-TIME:“seconds”,“h:m

”]]