E-mail Macros
Macros are available when you use the E-mail Editor in the Web views and Web Admin.
Macros resolve values for information related to the issue so you don’t have to look it up manually.
Macro |
Available In Fields |
Description |
<Contact> |
To, CC, From |
The person who is entered in the Contact field in the issue. This is usually the person who reported the issue. |
<Owner> |
To, CC, From |
The person who is entered in the Owner field in the issue. |
<Previous Owner> |
To, CC, From |
The person who was entered in the Owner field in the issue before it was reassigned to a new HelpDesk user. |
<Submitter> |
To, CC, From |
The person who is entered in the Submitter field in the issue. This is the person who entered the issue in HelpDesk. |
<Work Team Members> |
To, CC |
The people who belong to the work group that is entered in the Assigned Work Team field in the issue. |
<Reply To Sender> |
To |
The person who sent the e-mail. This only applies when replying to an e-mail through the Conversation or Queue or from the E-mail Integration Actions. |
<Reply To CC> |
CC |
The people who were CCed on the e-mail that was sent. This only applies when replying to an e-mail through the Conversation or Queue or from the E-mail Integration Actions. |
<Integration E-mail> |
From |
The e-mail address specified for the E-mail Integration Account. |
<Server Mail Sender From Admin Options> |
From |
The e-mail address specified in the Mail Settings for who to Send Automatic E-mails Notifications From. |
Field Value |
Subject, Body |
The value of a field in the issue. |
Issue Number |
Subject, Body |
The number of the issue. |
Project Name |
Subject, Body |
The name of the project the issue is in. |
Link To Issue |
Body |
Generates a URL that you can include in the e-mail to allow people who have access to the Web views to log in to a specific view and automatically load the issue you specified. |
To use a macro:
Position your cursor in the e-mail where you would like the resolved macro to be inserted.
Click on the Macros tab.
Click on the macro you would like to insert. In the Web views, the macro will be resolved to the current value. In templates and in Web Admin, the macro will remain unresolved so that it can be resolved when the automatic e-mail is sent or when the template is applied to an e-mail.