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Use the following variables to format e-mails for incidents, problems, projects, CSIs, and failure analyses.
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 - Closed
Incident - E-mail Message Format - Customer Feedback
Incident - E-mail Message Format - RMA Received
| Variable | Description | Example |
| %1 | Incident Number (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... |
| %9 | Incident State |
Incident State: Closed |
| %10 | Incident Closed Date and Time |
Incident Closed Date & Time: 11/06/2018 08:01 AM |
| %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 Number (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 Number (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 Number (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 |
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 Number (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 |
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