ticketnumber | {ticketnumber} | The ticket number of the case |
title | {title} | The title of the case/e-mail |
firstname | {firstname} | The first name of the sender (if available) |
lastname | {lastname} | The last name of the sender (if available) |
sender | {sender} | The e-mail address of the sender |
caseid | {caseid} | The GUID of the case. Useful to create direct links (<a href.../>). See below. |
emailbodytext | (see below) | Text version of the mail body. |
date | {date} | Date case was created. |
time | {time} | Time case was created. |
emailbodyhtml | (see below) | Html version of the mail body. All formatting removed apart from line breaks. |
queuename | {queuename} | The name of the queue in which the case was created. |
Original e-mail (html-ish):
{emailbodyhtml}
Original e-mail (text):
{emailbodytext}
Links
To provide a direct link to the case use:
http://yourcrmserver/yourorg/cs/cases/edit.aspx?id={caseid}
To provide a direct link to the e-mail use:
http://yourcrmserver/yourorg/activities/email/edit.aspx?id={emailid}
More advanced usage
You can use any attribute of a case in the mail by using the syntax {#attributename#}. Some of the keywords above are only used for backward compatibility.
Some examples of attributes:
caseorigincode | {#caseorigincode#} | The origin of the case. |
createdby | {#createdby#} | Who created the case. |
customerid | {#customerid#} | The name of the customer. |
prioritycode | {#prioritycode#} | The priority of the case. |
Please navigate to http://yourcrmserver/yourorg/sdk/mdbrowser/entity.aspx?entity=incident for a complete list of attributes.