--- title: Ticket E-mail Key Fields slug: admin-en/ticket-e-mail-key-fields description: Learn how to use key fields to reference information in Service Request Management and personalize email templates. This document covers important details like the incident's cause, applicant's contact information, contract details, current group info, SL createdAt: 2021-10-11T15:43:18.000Z --- This document is intended to provide the available fields to reference information in Service Request Management and insert it into the e-mail templates. ## Before getting started - [x] E-mail triggering occurs only after setting the email box ## List of Key Fields The key fields available for insertion in the e-mail template file related to the Service Request are listed below: | **Key Fields** | **Description** | | ---------------------------------- | --------------------------------------------------------------------------------------------------------------------------- | | ${CAUSEDETAIL} | Detail of Cause of the Incident. Informs the details of the cause of the incident. | | ${CONTACTEMAIL} | Applicant's E-mail for Contact. Inform the e-mail of the applicant. | | ${CONTACTNAME} | Name of Applicant for Contact. Provides the name of the requestor for contact. | | ${CONTACTPHONE} | Applicant's Telephone for Contact. Informs the contact's telephone number. | | ${CONTRACTNAME} | Contract of the Request. Informs the name of the contract regarding the service/incident request. | | ${CURRENTGROUP} | Current Attendance Group. Informs the current group, responsible for the service request. | | ${CURRENTGROUPNAME} | Returns the description of the Group Name in which the service request is currently located. | | ${CURRENTPHASE} | Current Phase of the Request. Reports the current phase of the service request. | | ${DATETIMEREACTIVATIONSLASTR} | SLA start date and time. Informs the start date and time of the SLA (Service Level Agreement). | | ${DEADLINESTR} | Deadline for request. Informs the deadline (date and time) to attend the request. | | ${DEMANDTYPENAME} | Type of Request. Informs the type of request (Incident or Request). | | ${DESCRIPTION} | Description of the Request. Informs the description of the service request. | | ${DESCRSITUATION} | Description of the Request Status. Informs the description of the Current Situation of the Request. | | ${ENDDATETIME} | End date of the Request. Informs the date and time from when the service/incident request was completed. | | ${GROUPLEVEL1} | Level 1 Group. Informs the Level 1 group configured to fulfill the request. | | ${IDSERVICEREQUEST} | Request Number. Informs the service request number. | | ${IMPACT} | Impact of Service Request/Incident. Informs the identification of the impact of the service request. | | ${LINKSATISFACTIONSURVEY} | Link to a satisfaction survey. Informs the link to evaluate the service request. | | ${LINKSERVICEREQUEST} | Link to the service request. Reports the link to view the service request record. | | ${OBSERVATION} | Applicant Contact Notes. Informs the notes described in the service request. | | ${ORIGINNAME} | Origin of the Request. Informs the source of the service request. | | ${OVERDUESLASTR} | SLA Delay Time. Reports the SLA (Service Level Agreement) delay time. | | ${OWNERDEPARTMENTNAME} | Responsible Unit. Informs the unit of the person responsible for attending the service request | | ${OWNERNAME} | Responsible for the Registration of the Request. Informs the person responsible for registering the service request. | | ${PRIORITY} | Priority of the Request of the Request. Informs the priority of service request fulfillment. | | ${REQUESTDATETIMESTR} | Date and time of the request. Informs the date and time of service of the service/incident request. | | ${REQUESTERDEPARTMENTNAME} | Applicant's Unit. Informs the requester's unit. | | ${REQUESTERNAME} | Name of Applicant. Informs the name of the applicant. | | ${REQUESTERUNITY} | Name of Applicant and Unit. Informs the name of the applicant and the unit in which it is allocated. | | ${RESPONSE} | Description of the Closing of the Request. Informs the description of the closing of the service request. | | ${SERVICENAME} | Service Name. Informs the name of the requested service. | | ${SERVICENAME} | Service Requested. Informs the name of the requested service. | | ${SITUACTION} | Status of the Request. Informs the current situation of the service request. | | ${SLATOAGREE} | SLA "To Combine". Informs if the SLA is to match. | | ${STARTDATETIME} | Start date and time of request record. Informs the date and time when the service/incident request was recorded. | | ${URGENCY} | The Urgency of the Request. Informs the identification of the urgency of the service request. | | $(CURRENTRESPONSIBLE) | Use for Delegation emails - Key that returns the name of the user who was delegated on a ticket | | ${NOTE} | Use in emails triggered when adding, replying, or editing an occurrence - Key that returns the description of an occurrence |