Ticket Properties and Variables

Ticket Properties

Tickets have many properties. The rules for setting the value of a property are specific to each property. In general, the values of properties are set manually, set by the system and therefore read-only, or read or set using service procedures. Many properties display as columns in the ticket table and in field permission dialogs. The same set of ticket properties are not necessarily available for all combinations of desk definition and user role.

Property Variables

Most of standard fields you see in a ticket have a corresponding property variable. Variable names are case sensitive. When embedded in the text of a longer note or a message template, or a longer text statement within a service procedure, a property variable is bracketed using [$ and $] notation to identify it as a property variable that needs to be supplied with a stored value. In a service procedure, if you're prompted to simply enter the name of a property variable without any surrounding text, you typically don't have to include the [$ and $] brackets to further identify it as a property variable.

Custom Properties and Property Variables

Custom field property variables are also supported. Use the assignCustomField() command in service procedures to return or set their values. Uses the format [$customfieldId$]. Examples include:

[$ReasonforChange$]
[$BusinessAspectsofChange$]
[$TechnicalImpact$]

Ticket Request Properties and Property Variables

Ticket request properties are a special set of property variables that apply only when a ticket request is created using an inbound alert or email using Incoming Email and Alarm Settings. They can be:

Tested using the testTicketProperty() in Ticket Request Mapping.
Embedded in Message Templates when bracketed using [$ and $] notation. The message template must be referenced by a Ticket Request De-Dup and Ticket Request Mapping service procedures.
Embedded in the edit fields of other Ticket Request De-Dup and Ticket Request Mapping service procedure commands. These are the only two service procedures that can use them. See Source Properties for additional information.

Property/Variable Classifications

Read Only Properties/Variables - Whether displayed in a ticket, note or message template, these properties and their corresponding variables can only be read. They are set by the system or defined in another module, outside of Service Desk
Can Assign Manually - This property can be assigned a value manually using the ticket editor.
Can Assign by Service Procedure - This property can be assigned a value by service procedures. Most properties that can be assigned manually can also be assigned by service procedure.
Ticket Request Properties/Variables - These properties and their corresponding property variables are restricted to ticket request service procedures.

Variables	Description	Read Properties/Variables	Can Assign Manually	Can Assign by Service Procedure	Ticket Request Properties/ Variables
[$ActualTaskHours$]	The total number of hours worked while working on tasks within a ticket.
[$AgentGuid$]	When a ticket is associated with an agent, this is the uniqueID of the agent.
[$AllNotes$]	Displays the entire history of all hidden notes and non-hidden notes.
[$AllPublicNotes$]	Displays the entire history of non-hidden notes.
[$ArchiveFlag$]	If true, this ticket is archived.
[$Assignee$]	The VSA user currently assigned to the ticket.
[$AssigneeEmailAddress$]	The email of the assignee assigned the ticket.
[$Body$]	The body text of the email or alert.
[$CCEmailAddr$]	The CC email recipients.				²
[$Category$]	The category assigned to the ticket.
[$Changes$]	Displays a summary of changes as plain text, including any newly added note.Applies to public notes only.
[$ChangesAsHtml$]	Displays a summary of changes in HTML, including any newly added note.Applies to public notes only.
[$ClosedDateTime$]	The date/time the ticket was closed.
[$CreateDateTime$]	The creation date/time of the ticket.
[$Description$]	The description of the ticket.
[$EditingUserName$]	The user who last edited the ticket.
[$EmailHeaders$]	The headers of the email.				²
[$EmailPriority$]	The priority of the email, set by the sender.				²
[$EscalationDateTime$]	(Escalation) The date/time the ticket will be escalated if it does not exit the current stage.
[$EscalationLevel$]	The current escalation level for this ticket within the current stage.
[$EstimatedTaskHours$]	The estimated number of hours for all tasks within the ticket.
[$ExpectedDueDate$]	The goal date/time for the entire ticket.
[$FullMachineName$]	The fully qualified machine name and group. Equivalent to using [$Machine$].[$MachineGroup$]. Typically used with the scheduleProcedure() step in a procedure to run an agent procedure.
[$GoalDateTime$]	The goal date/time the ticket will be overdue if it does not exit the current stage.
[$Hidden$]	Always false for ticket requests creating a new ticket. When replying to an outbound ticket, including a ~hide string in the subject or body of the reply email will causes the reply message to be converted into a hidden note.
[$ID$]	The unique ID of the ticket request. Not intended for use in procedures.
[$InIncidentUpdate$]	True if an existing ticket is being updated. False if a new ticket is being created.
[$InMergeTicket$]	True if the procedure is running on a merged ticket command.
[$IsTicketRequest$]	True if created by a system event instead of by an inbound email.
[$LastEditDateTime$]	(Modified On) The date/time the ticket was last edited.
[$LastPublicUpdate$]	The date/time that a non-hidden note was last added to the ticket.
[$Machine$]	The machineID associated with this ticket.
[$MachineGroup$]	The machine group of the machineID associated with the ticket.
[$Manager$]	The supervisor of a staff member associated with a ticket. See Working with Variables for instructions on how to use this property variable. Note:This is not the same as the manager of the department the staff member belongs to.
[$Merged$]	True if the ticket was created by a merge command.
[$Organization$]	The organizationID assigned to the ticket.
[$PartitionID$]	The partition the ticket request was directed to. Not intended for use in any service procedure.
[$Owner$]	The VSA user ultimately responsible for resolving the ticket.
[$OwnerEmailAddress$]	The email address of the owner of the ticket.
[$PolicyName$]	The name of the policy assigned to the ticket.
[$Pool$]	The pool of VSA users assigned to the ticket.
[$PreviousStage$]	The stage the ticket was previously assigned.
[$Priority$]	The priority assigned to the ticket.
[$ProjectedDate$]	The date promised to resolve the ticket.
[$RawEml$]	The raw email, without the headers.				²
[$ReadFlag$]	If true, no user has viewed the ticket yet. If false, at least one user has viewed the ticket.
[$RelatedTicketsAsBulletList$]	Returns a bulleted list of related tickets.
[$RelatedTicketsAsString$]	Returns a comma separated list of ticketIDs with their summary descriptions.
[$Resolution$]	Displays the resolution assigned to the ticket.
[$ResolutionDateTime$]	(Actual Completed Date) The date/time the ticket was resolved.
[$ResolutionText$]	Descriptive text entered with a resolution code.
[$SDTimeZoneOffset$]	Displays the timezone offset assigned to the ticket.
[$ServiceDesk$]	The service desk used to create the ticket.
[$Severity$]	The severity assigned to the ticket.
[$SourceType$] [$SourceTag1$] [$SourceTag2$] [$SourceTag3$] [$SourceValue1$] [$SourceValue2$] [$SourceValue3$]	See testTicketProperty() for a description of SourceType, SourceTag and SourceValue property variables.
[$Staff$]	Displays as the Contact field in the ticket editor. A contact is a staff member of an organization.
[$StaffEmail$]	(Contact Email) Displays the contact’s email value.
[$StaffPhoneNumber$]	(Contact Phone) The staff phone number the ticket is assigned to.
[$Stage$]	The stage assigned to the ticket.
[$StageStartDateTime$]	The start date/time of the current stage of the ticket.
[$Status$]	The status assigned to the ticket.
[$Subject$]	The subject line of the email or alert.
[$SubmitterEmailAddress$]	The email address of the submitter.				¹
[$SubmitterName$]	The name of the person submitting the ticket. Usually this is the name of the user calling or emailing about a service issue.				¹
[$SubmitterType$]	The type of person who created the ticket. A PARTICIPANT is a VSA user. A USER is a non-VSA user.
[$Summary$]	A one line summary description of the ticket.
[$TargetEmailAddr$]	The email address the inbound email was addressed to.
[$TicketId$]	(ID) The unique identifier for the ticket.This value cannot be changed.
[$TicketURL$]	Provides a link to the ticket in an email or message.
[$TotalHoursWorked$]	(Worked Performed Date Time) The total hours worked on the ticket.
[$WorkOrder$]	The work order associated with the ticket.
[$WorkOrderName$]	The name of the work order associated with the ticket.
[$WorkOrderNumber$]	The number of the work order associated with the ticket.
[$WorkPerformedDateTime$]	The date and time work was performed on the ticket.This value is independent of the entries entered for hours worked.

¹ The exceptions are [$SubmitterName$] and [$SubmitterEmailAddress$] which can be manually changed in the ticket editor.

² The [$CCEmailAddr$], [$EmailHeader$], [$EmailPriority$], [$RawEml$] property variables apply only to Ticket Request Mapping procedures.

Properties Without Variables
Activity	The activity type associated with an hours worked entry. Applies only if Service Billing Integration is enabled.
Entry Form	Displays a drop-down list of different forms that can be used to edit a ticket.
Hidden Note	Optionally hides, shows or enables the creation of hidden notes.
Locked By	The user currently editing the ticket. Locking prevents any other user from editing the ticket.
Locked On	The date/time the ticket was locked.
Note	Optionally hides, shows or enables the creation of non-hidden notes.
Organization Address	The address of the organization assigned to the ticket.
Organization Name	The name of the organization assigned to the ticket.
Override Rate	A manually entered rate that overrides the default billing rate for a selected resource type. Applies only if Service Billing Integration is enabled.
ResourceType	The resource type assigned to the ticket. Applies only if Service Billing Integration is enabled.