A new support case with case id {ticketnumber} has been created on the queue {queuename} in response to the e-mail {title} sent by {sender}.

This template can be used to notify a team that a new case has been created on the queue. The following keywords can be used. They should be enclosed in brackets {} when used.

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.