Jump to content

More Variables for Email Snippets


Alisha
 Share

Recommended Posts

Hello,

Would it be possible to include more variables that we can select when creating Snippets within a request please?

We'd like to add some of the progressive capture answers, the customer's email address and phone number, so then we can have a standard template for the analysts to email information to the supplier.

Many thanks,
Alisha

Snippet.jpg

  • Like 1
Link to comment
Share on other sites

I can't see how Progressive Capture answers could work.
Snippets are global and apply to all email templates and use (relatively) static data (like names and contact details), whereas Progressive Captures are specific to Services/CIs and use dynamic data. The same snippet could potentially be available for a complex problem with 20 questions and a simple Incident with 3 questions, or for two similar requests with 5 questions each but in a different order, so using "ProCapQuestion5" could cause an error, an irrelevant or even an inappropriate entry!

If you need ProCap questions in emails then storing them in Custom Variables and using these in an email sent via the Business Process would be the way to go.

The other suggestions, like Customer Email & Phone Number should certainly be achievable, and it will be interesting to see what suggestions other Customers have.

 

  • Like 1
Link to comment
Share on other sites

  • 1 month later...

@Steve Giller, snippets can be used for specific faults and/or requests which can save time and accuracy when emailing to external companies or even internal departments, ensuring the same response is sent by multiple staff.  For straightforward email requirements we use the email templates, which work very well but not all conditions can be setup for automation and the snippets fill this gap.  We use a variety of snippets for different fault/request types and as they are correctly titled aren't used incorrectly.  If the snippets had a the same variable set as the email templates they could provide a more useful function within the Service Manager toolkit. 

Thanks,

Bobby

Link to comment
Share on other sites

  • 5 months later...
  • 1 year later...
  • 8 months later...

We would also like additional variables added as options. Specifically, we are hoping to call any of the Customer attributes. ie Site / title etc. 

We found that when we enter {{site}} we do get some information populated. However, it is in the following format and I am unable to get only one of the results to be the output:
{{site}} = [{"h_id":"25","h_site_name":"Example Site","text":"Site 1"}]

Is there a way to call a specific value ie {{site.text}}?

Thanks

Link to comment
Share on other sites

  • 2 months later...

Create an account or sign in to comment

You need to be a member in order to leave a comment

Create an account

Sign up for a new account in our community. It's easy!

Register a new account

Sign in

Already have an account? Sign in here.

Sign In Now
 Share

×
×
  • Create New...