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The "E-mail Message Format" preferences in the String Preferences area of the Preferences page use variables to specify which information is included in each type of e-mail.
For example, this is the default format for e-mails sent when a new action is assigned from within an incident: %1|%2|%3|%4|%5|%6|%8.
It results in e-mails like the following:
New Action Assigned
Action ID: 2268
Action Creator: JOHN SMITH
Action Created Date/Time: 07/12/2013 08:37 AM
Action Type: Incident Action
Incident Report: E1-16118
Action Due Date: 07/20/2013
Action Description: This is a sample description.
You can replace the default with your own custom format that uses any of the variables that are available for incident action e-mails. For example, if you specify a custom format like this:
%I1 - %1|%2|%10|%6|%8|Acme Industries - Internal Use Only
It results e-mails like the following:
New Action Assigned
Incident Report: E1-16118 - Action ID: 2268
Action Creator: JOHN SMITH
Assigned To: JILL ENGINEER
Action Due Date: 07/20/2010
Action Description: This is a sample description.
Acme Industries - Internal Use Only
These variables related to incident records can be used in any of the following e-mail formats:
Detail Drop-down - E-mail Message Format - Incident
Incident - E-mail Message Format - New (also used when the incident is modified)
Incident - E-mail Message Format - Customer Feedback
Incident - E-mail Message Format - RMA Received
| Variable | Description | Example |
| %1 | Incident Entity Display ID (with link to incident) |
Incident Report: #E1-115 |
| %2 | Incident Title |
Incident Title: Part Failed |
| %3 | Incident Created By (with e-mail link) |
Incident Creator: John Smith |
| %4 | Incident Created Date and Time |
Incident Created Date & Time: 07/12/2013 07:38 AM |
| %5 | Assigned To |
Incident Assigned To: Robert Jones |
| %6 | Incident Part Number |
Incident System Part Number: 1001 |
| %7 | Incident Serial Number |
Incident System Serial Number: 2 |
| %8 | Incident Description |
Incident Description: Some part failure occurred... |
| %DTX | Incident Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %CDTX | Incident's Associated CSI Detail Value (X represents the detail type ID) |
Numeric Detail: 10 |
| %DTM | The value of the detail that was selected (used only for detail drop-down e-mails). |
Detail Name: Selected Value |
| | | New Line |
Starts a new line in the message |
These variables related to problem records can be used in any of the following e-mail formats:
Detail Drop-down - E-mail Message Format - Problem
Problem - E-mail Message Format - New (also used when the problem is modified)
Problem - E-mail Message Format - Closure Requested
Problem - E-mail Message Format - Reject
Problem - E-mail Message Format - Signed Off
| Variable | Description | Example |
| %1 | Problem Entity Display ID (with link to problem) |
Problem: #E1-4 |
| %2 | Problem Created By (with e-mail link) |
Problem Creator: John Smith |
| %3 | Problem Created Date and Time |
Problem Created Date & Time: 07/11/2013 02:23 PM |
| %4 | Problem Owner (with e-mail link) |
Owner: Tom Smith |
| %5 | Problem Title |
Problem Title: Parts |
| %6 | Problem Description |
Problem Description: Part Reports |
| %DTX | Problem Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %DTM | The value of the detail that was selected (used only for detail drop-down e-mails). |
Detail Name: Selected Value |
| | | New Line |
Starts a new line in the message |
These variables related to project records can be used with this e-mail format:
Detail Drop-down - E-mail Message Format - Project
| Variable | Description | Example |
| %1 | Project Entity Display ID (with link to project) |
Project: #E1-4 |
| %2 | Project Owner |
Project Owner: John Smith |
| %3 | Project Start Date and Time |
Project Start Date: 07/11/2013 02:23 PM |
| %4 | Project Title |
Project Title: Part Redesign |
| %5 | Project Scope |
Project Scope: To identify problems with the redesign process and implementation |
| %DTX | Project Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %DTM | The value of the detail that was selected (used only for detail drop-down e-mails). |
Detail Name: Selected Value |
| | | New Line |
Starts a new line in the message |
These variables related to CSI records can be used with the following e-mail format:
Detail Drop-down - E-mail Message Format - CSI
| Variable | Description | Example |
| %1 | Customer Support Information Entity Display ID (with link to CSI) |
Incident Report: #E1-115 |
| %2 | Customer Support Information Author |
CSI Author: Tom Smith |
| %3 | Customer Support Information Shipment Date |
Shipment Date: 05/21/2013 03:32 PM |
| %4 | Customer Support Information Commission Date |
Commission Date: 05/26/2013 09:01 AM |
| %5 | Customer Support Information Decommission Date |
Decommission Date: 07/15/2013 04:44 PM |
| %6 | Customer Support Information System Configuration |
System Configuration: 867978, Part 1983 ver. 1 |
| %DTX | CSI Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %CDTX | Incident's Associated CSI Detail Value (X represents the detail type ID) |
Numeric Detail: 10 |
| %DTM | The value of the detail that was selected (used only for detail drop-down e-mails). |
Detail Name: Selected Value |
| | | New Line |
Starts a new line in the message |
Failure
Analysis E-mail Variables
These variables related to failure analysis records can be used in any of the following e-mail formats:
Detail Drop-down - E-mail Message Format - FA
Failure Analysis - E-mail Message Format - Work Order
| Variable | Description | Example |
| %1 | Failure Analysis Entity Display ID (with link to failure analysis report) |
Failure Analysis Report: #E1-9 |
| %2 | Failure Analysis Created By |
Created By: John Smith |
| %3 | Failure Analysis Created Date and Time |
FA Report Open Date: 07/13/2013 01:23 PM |
| %4 | Incoming Part Number |
Incoming Part #: 5309a |
| %5 | Incoming Part Description |
Incoming Part Description: Parts |
| %6 | Incoming Serial Number |
Incoming Serial #: 867 |
%7 |
System Part Number |
System Part #: 5309b |
| %8 | System Part Description |
System Part Description: Parts |
| %9 | System Serial Number |
System Serial #: 1943 |
| %DTX | Failure Analysis Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %DTM | The value of the detail that was selected (used only for detail drop-down e-mails). |
Detail Name: Selected Value |
| | | New Line |
Starts a new line in the message |
Incident
Action E-mail Variables
These variables related to incident action records can be used in any of the following e-mail formats:
Action - E-mail Message Format - New - Incident
Action - E-mail Message Format - Updated - Incident
Action - E-mail Message Format - Complete - Incident
| Variable | Description | Example |
| %1 | Action ID (with link to action) |
Action ID: #128 |
| %2 | Action Created By Name (with e-mail link) |
Action Creator: John Smith |
| %3 | Action Created Date and Time |
Action Created Date/Time: 07/12/2013 08:38 AM |
| %4 | Action Type |
Action Type: Incident Action |
| %5 | Associated ID (with link to incident) |
Incident Report: E1-115 |
| %6 | Action Due Date |
Action Due Date: 08/12/2013 |
| %7 | Action Complete Date |
Action Complete Date: 08/02/2013 |
| %8 | Action Description |
Action Description: Description... |
| %9 | Action Result |
Action Result: Result description... |
| %10 | Action Assigned To |
Assigned To: John Smith |
| %I1 | Incident Entity Display ID (with link to incident) |
Incident Report: #E1-115 |
| %I2 | Incident Title |
Incident Title: Part Failed |
| %I3 | Incident Created By (with e-mail link) |
Incident Creator: John Smith |
| %I4 | Incident Created Date and Time |
Incident Created Date & Time: 07/12/2013 07:38 AM |
| %I5 | Incident Assigned To |
Incident Assigned To: Robert Jones |
| %I6 | Incident Part Number |
Incident System Part Number: 1001 |
| %I7 | Incident Serial Number |
Incident System Serial Number: 2 |
| %I8 | Incident Description |
Incident Description: Some part failure occurred... |
| %DTX | Action Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %IDTX | Incident Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %ICDTX | Incident's Associated CSI Detail Value (X represents the detail type ID) |
Numeric Detail: 10 |
| | | New Line |
Starts a new line in the message |
Problem
Action E-mail Variables
These variables related to problem action records can be used in any of the following e-mail formats:
Action - E-mail Message Format - New - Problem
Action - E-mail Message Format - Updated - Problem
Action - E-mail Message Format - Complete - Problem
| Variable | Description | Example |
| %1 | Action ID (with link to action) |
Action ID: #132 |
| %2 | Action Created By (with e-mail link) |
Action Creator: John Smith |
| %3 | Action Created Date and Time |
Action Created Time/Date: 07/12/2013 10:15 AM |
| %4 | Action Type |
Action Type: Problem Action |
| %5 | Associated ID (with link to problem) |
Problem: E1-4 |
| %6 | Action Due Date |
Action Due Date: 08/09/2013 |
| %7 | Action Complete Date |
Action Complete Date: 08/07/2013 |
| %8 | Action Description |
Action Description: Description... |
| %9 | Action Result |
Action Result: Result description... |
| %10 | Action Assigned To |
Assigned To: John Smith |
| %R1 | Problem Entity Display ID (with link to problem) |
Problem: #E1-4 |
| %R2 | Problem Created By (with e-mail link) |
Created By: John Smith |
| %R3 | Problem Created Date and Time |
Problem Created Date & Time: 07/11/2013 02:23 PM |
| %R4 | Problem Owner (with e-mail link) |
Owner: Tom Smith |
| %R5 | Problem Title |
Problem Title: Parts |
| %R6 | Problem Description |
Problem Description: Part Reports |
| %DTX | Action Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %RDTX | Problem Detail Value (X represents the detail type ID) |
Text Detail: Value |
| | | New Line |
Starts a new line in the message |
Project
Action E-mail Variables
These variables related to project action records can be used in any of the following e-mail formats:
Action - E-mail Message Format - New - Project
Action - E-mail Message Format - Updated - Project
Action - E-mail Message Format - Complete - Project
| Variable | Description | Example |
| %1 | Action ID (with link to action) |
Action ID: #117 |
| %2 | Action Created By Name (with e-mail link) |
Action Creator: John Smith |
| %3 | Action Created Date and Time |
Action Created Time/Date: 07/12/2013 01:21 PM |
| %4 | Action Type |
Action Type: Project Action |
| %5 | Associated ID (with link to project) |
Project: E1-4 |
| %6 | Action Due Date |
Action Due Date: 08/21/2013 |
| %7 | Action Complete Date |
Action Complete Date: 08/13/2013 |
| %8 | Action Description |
Action Description: Description... |
| %9 | Action Result |
Action Result: Result description... |
| %10 | Action Assigned To |
Assigned To: John Smith |
| %P1 | Project Entity Display ID (with link to project) |
Project: #E1-4 |
| %P2 | Problem Owner (with e-mail link) |
Project Owner: John Smith |
| %P3 | Project Start Date and Time |
Project Start Date: 07/11/2013 02:23 PM |
| %P4 | Project Title |
Project Title: Part Redesign |
| %P5 | Project Scope |
Project Scope: To identify problems with the redesign process and implementation |
| %DTX | Action Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %PDTX | Problem Detail Value (X represents the detail type ID) |
Text Detail: Value |
| | | New Line |
Starts a new line in the message |
These variables related to CSI action records can be used in any of the following e-mail formats:
Action - E-mail Message Format - New - CSI
Action - E-mail Message Format - Updated - CSI
Action - E-mail Message Format - Complete - CSI
| Variable | Description | Example |
| %1 | Action ID (with link to action) |
Action ID: #203 |
| %2 | Action Created By Name (with e-mail link) |
Action Creator: John Smith |
| %3 | Action Created Date and Time |
Action Created Time/Date: 07/16/2013 11:16 PM |
| %4 | Action Type |
Action Type: CSI Action |
| %5 | Associated ID |
Customer Support: E1-9 |
| %6 | Action Due Date |
Action Due Date: 08/27/2013 |
| %7 | Action Complete Date |
Action Complete Date: 08/19/2013 |
| %8 | Action Description |
Action Description: Description... |
| %9 | Action Result |
Action Result: Result description... |
| %10 | Action Assigned To |
Assigned To: John Smith |
| %C1 | Customer Support Information Entity Display ID |
CSI: #E1-9 |
| %C2 | Customer Support Information Author |
CSI Author: Tom Smith |
| %C3 | Customer Support Information Shipment Date |
Shipment Date: 05/21/2013 03:32 PM |
| %C4 | Customer Support Information Commission Date |
Commission Date: 05/26/2013 09:01 AM |
| %C5 | Customer Support Information Decommission Date |
Decommission Date: 07/15/2013 04:44 PM |
| %C6 | Customer Support Information System Configuration |
System Configuration: 867978, Part 1983 ver. 1 |
| %DTX | Action Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %PDTX | Customer Support Information Detail Value (X represents the detail type ID) |
Text Detail: Value |
| | | New Line |
Starts a new line in the message |
Failure
Analysis Action E-mail Variables
These variables related to failure analysis action records can be used in any of the following e-mail formats:
Action - E-mail Message Format - New - FA
Action - E-mail Message Format - Updated - FA
Action - E-mail Message Format - Complete - FA
| Variable | Description | Example |
| %1 | Action ID (with link to action) |
Action ID: #121 |
| %2 | Action Created By Name (with e-mail link) |
Action Creator: John Smith |
| %3 | Action Created Date and Time |
Action Created Time/Date: 07/12/2013 09:32 AM |
| %4 | Action Type |
Action Type: Failure Analysis Action |
| %5 | Associated ID |
Failure Analysis: E1-3 |
| %6 | Action Due Date |
Action Due Date: 08/21/2013 |
| %7 | Action Complete Date |
Action Complete Date: 08/13/2013 |
| %8 | Action Description |
Action Description: Description... |
| %9 | Action Result |
Action Result: Result description... |
| %10 | Action Assigned To |
Assigned To: John Smith |
| %F1 | Failure Analysis Entity Display ID |
Failure Analysis Report: #E1-3 |
| %F2 | Failure Analysis Created By |
Created By: John Smith |
| %F3 | Failure Analysis Created Date and Time |
FA Report Open Date: 07/13/2013 01:23 PM |
| %F4 | Failure Analysis Incoming Part Number |
Incoming Part #: 5309a |
| %F5 | Failure Analysis Incoming Part Name |
Incoming Part Description: Parts |
| %F6 | Failure Analysis Incoming Serial Number |
Incoming Serial #: 867 |
| %F7 | Failure Analysis System Part Number |
System Part #: 5309b |
| %F8 | Failure Analysis System Part Name |
System Part Description: Parts |
| %F9 | Failure Analysis System Serial Number |
System Serial #: 1943 |
| %DTX | Action Detail Value (X represents the detail type ID) |
Text Detail: Value |
| %PDTX | Failure Analysis Detail Value (X represents the detail type ID) |
Text Detail: Value |
| | | New Line |
Starts a new line in the message |
These variables (related to the status updates that users can add in incidents, actions, failure analysis, problems or projects) can be used in any of the following e-mail formats:
Detail Status - E-mail Message Format - Action
Detail Status - E-mail Message Format - Incident
Detail Status - E-mail Message Format - FA
Detail Status - E-mail Message Format - Problem
Detail Status - E-mail Message Format - Project
| Variable | Description | Example |
| %1 | Status Added By (with link to send e-mail to user) |
Status Added By: John Smith |
| %2 | Date and Time |
Date & Time: 07/11/2013 02:23 PM |
| %3 | Associated Record |
Associated Incident: E1-103 |
| %4 | Status Text |
Status Text: Status description... |
| %DTX | Detail Value for the associated record (X represents the detail type ID) |
Text Detail: Value |
| | | New Line |
Starts a new line in the message |
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