System tag list

This article provides a list of all the tags in the dispatcher, as well as their descriptions.

Request parameters

SLA for fulfillment {sla_term} - number of days and hours remaining until the end of the request fulfillment period
Freeze expiration time {freeze_overdue_time} - time remaining until the request freeze expiration in DD:HH:MM format
Freeze expiration date {freeze_overdue_date} - time and date when the application will be unfrozen in format HH:MM DD/MM/YYYYYY
Application update date {date_update} - time and date when last changes were made to the application (manually)
Application creation date {date_create} - time and date when the application was created
First comment creation date {first_comment_date} - time and date of the first comment in the request
First reply creation date {first_post_date} - time and date of the first reply in the request by the employee
Last comment creation date {last_comment_date} - time and date of the last comment in the request
Last reply creation date {last_post_date} - time and date of the last reply in the request
Penultimate reply creation date {penultimate_post_date} - time and date of the penultimate reply in the request
Department of the request {department}
Time spent on all company requests {total_time_spend} - total time in minutes that employees spent on company requests and recorded in billing
Time spent on the request {time_spend} - time in minutes that employees spent on the request and recorded it in the billing.
Comment to the request evaluation {rate_comment} - the comment left by the user to the request evaluation
Request name {ticket_name} - the subject of the request
Remaining time for requests in the current month {time_left} - the remaining time that employees can allocate for working with requests of the current company. It is calculated in the following way: in the card of each company you can specify the total time that is allocated to fulfill its requests per month (in minutes):

From this time is subtracted all of the time that the staff has recorded in billing within the requisition:

SLA fulfillment expiration time {sla_overdue_time} - the time remaining until the request fulfillment deadline in DD:HH:MM format. This tag takes into account the runtime settings that are specified in the “SLA Plans” menu:

For example, if a request expires on Tuesday at 12:00 noon and it's now Monday 4:00 pm, the tag will show that there are 4 hours left until the request deadline, since only the working hours from the settings are taken into account (in this case, 1 remaining hour until the end of the working day on Monday + 3 working hours on Tuesday)

Remaining SLA time in minutes {sla_remaining_minutes} - time remaining until the request fulfillment deadline in minutes
Request Rate {rate} - a link for the user to leave a rating and comment on the request
Department Signature {depart_signature} - the signature that is specified in the department's advanced settings:

Last e-mail header {email_subject} - the last e-mail header (subject) in the request
Application priority {priority}
Link to the request for the client {link_user} - link to the request that will be opened by the client
Application link for employee {link_staff} - link to the application that will be opened by the employee
Link to negative rating {dislike_link} - A link where the user will be able to leave a rating and comment on the application. By default, a negative rating will be offered
Positive rating link {like_link} - A link where the user will be able to leave a rating and comment on the application. By default, a positive rating will be suggested
Support site link {site_link} - A link where the user will be able to navigate to the system (to view the knowledge base, their requests, etc.)
Application Status {status}
Requisition type {type}
Unique ID of the request {unique_id} - number of the request in the system
Unique ID of parent requisition {parent_unique_id} - used inside the sub-application to get the number of parent requisition.
Application tags {ticket_tags}

Request content

Author of the first comment {first_comment_author} - name of the employee who wrote the first comment in the request
Author of the last comment {last_comment_author} - name of the employee who wrote the last comment in the request
Author of the last answer {last_answer_author} - name of the user who wrote the last answer in the request
Penultimate answer author {penultimate_answer_author} - name of the user who wrote the penultimate answer in the request
Pseudonym of the author of the last comment {last_comment_author_pseudonim} - the nickname of the user who wrote the last comment in the contact card.
Author pseudonym of the last answer {last_answer_author_pseudonim} - employee pseudonym, which is specified in the contact card.
All replies in the request {ticket_posts_all} - displays all correspondence in the request with built-in design, not including attachments and comments.
All replies in the application without design {ticket_posts_all_without_html} - displays all correspondence in the application without design (plain text), not including attachments and comments.
First comment {first_comment} - content of the first comment in the request
Last 14 replies in the application {ticket_posts_14} - displays the last 14 replies in the application with embedded layout, not including comments.
Last 7 replies to {ticket_posts} - displays the last 7 replies to the application with the built-in layout, not including comments.
Last comment {last_comment} - content of the last comment in the request
Content of the first reply in the request {answer_first} - content of the initial message in the request that created it.
The content of the last reply in the request {answer_last}
The content of the penultimate reply in the application {penultimate_answer}
First comment files {first_comment_attachments} - attachments from the first comment of the request
Last comment files {last_comment_attachments} - attachments from the last comment of the request
Last reply files {last_answer_attachments} - attachments from the last reply of the request
Penultimate Response Files {penultimate_answer_attachments} - attachments from the penultimate response of the request.
Number of replies {ticket_post_count} - total number of replies in the application (system replies are not counted)
Comments {ticket_comment_count} - the total number of comments in the request (system comments are not counted).
Number of staff responses {ticket_staff_post_count} - the total number of staff responses in the request.
Number of customer responses {ticket_user_post_count} - total number of customer responses in the request
Number of employee comments {ticket_staff_comment_count} - total number of employee comments in the request
Number of customer comments {ticket_user_comment_count} - total number of customer comments in the request

Creator of request

LDAP username {creator_ldap_username} - user name in LDAP
Application creator group {creator_group_name}
Application creator's name {user_name}
Company of the request creator {user_organization}
Application creator's company phone number {creator_company_phone}
Phone number of the creator {creator_phone}
E-mail of the creator of the application {user_email}
Language of the request creator {creator_language} - the language specified in the contact card of the user, in which standard notifications will be sent to him, as well as the system interface will be displayed:

Assignee of request

LDAP username {owner_ldap_username} - username in LDAP
Skype of the executor of the application {owner_skype}
E-mail of the executor of the request {owner_group_name}
Name of the executor of the application {owner_name}
Phone number of the executor of the application {owner_phone}
Phone number of the applicant's company {owner_company_phone}

Tech parameters

Application ID {ticket_id} - technical application ID (not to be confused with unique ID {unique_id})
Application department ID {department_id}
Application executor ID {owner_id}
ID of the first comment {first_comment_id}
User ID of the first comment {first_comment_user_id}
User ID of the last comment {last_comment_id}
User ID of the last reply {last_post_id}
Penultimate reply user ID {penultimate_post_id}
Last comment user ID {last_comment_id}
ID of the last reply {last_post_id}
Penultimate reply user ID {penultimate_post_id}
ID of parent ticket {parent_ticket_id}
ID of request creator {user_id}

Hidden tags

{date_now_his} - date and time when the request was updated in the format hh:mm:ss DD:MM:YYYY (including the moment when the rule was triggered);
{date_update_his} - date and time when the request was updated in the format hh:mm:ss DD:MM:YYYY.
{date_now} - the current date in the format DD:MM:YYYYY;
{ticket_posts_all_without_html_rev} - all responses in reverse order;
{ticket_posts_all_rev} - all answers in reverse order;
{first_answer_attachments_preview_links} - a link to view the files of the first answer;
{last_answer_attachments_preview_links} - link to view last answer files;
{penultimate_answer_attachments_preview_links} - link to view penultimate response files;
{first_comment_attachments_preview_links} - link to view files of the first comment;
{last_comment_attachments_preview_links} - link to view files of the last comment;
{ticket_attachments_preview_links} - link to view all files of the application.

Advanced settings