Use of variables

Last modified by Sabrina V. on 2025/02/19 13:53
Content

ACMP specific variables can be used throughout the ACMP console to dynamically customise content.
These are specified in the format %variable name%, e.g. %TicketID%.

To make it easier for you to work with variables, you can display all existing variables at any time using the Ctrl +Space key combination in a kind of context menu. The variable names are close to the content. You can use variables to refer to ticket-related and contact-related fields, as well as to insert your own custom fields.

Contact fields

Variable nameCorresponding fieldContent
Contact_CompanyCompany name 
Contact_CostUnitCost Unit 
Contact_DepartmentDepartments 
Contact_FaxFax number 
Contact_FirstNameFirst name 
Contact_FullnameFull nameCreated from the first and last name
Contact_LastNameLast Name 
Contact_MailEmail address 
Contact_Mitarbeiterstatus_StatusEmployee status 
Contact_PhonePhone 
Contact_Phone2Phone 2 
Contact_Phone3Phone 3 
Contact_Phone4Phone 4 
Contact_TitlesTitle 
Contact_CustomFieldNCustom Field NN custom contact fields can be configured here. N stands for the unique numbering.
 

Ticket field

Variable nameCorresponding fieldContent
Ticket_AssigneeAssignee 
Ticket_Assignee_FamilyNameFamily name assignee 
Ticket_Assignee_IsGroupAssignee is group

Possibe value:

  • Yes
  • No
Ticket_Assignee_NameName of editor 
Ticket_CaptionTitleIf the ticket is created by email, the title of the ticket corresponds to the subject line of the email.
Ticket_CategoryCategory 
Ticket_CategoryPathCategory pathRemoved paths to the category of the tickets
Ticket_CreationDateCreation date 
Ticket_CreatorCreator 
Ticket_CreatorTypeCreator type

Possible values:

  • 0 (Email)
  • 1 (ACMP user)
  • 2 (Self Service)
Ticket_DescriptionDescription 
Ticket_ImpactBusiness Impact

Possible values:

  • Company
  • Department
  • Single Client
  • Single Server
  • Site
Ticket_KeywordsKeywords 
Ticket_LastModifiedLast modified 
Ticket_PriorityPriority

Possible values:

  • Trivial
  • Normal
  • Important
  • Critical
Ticket_ResolutionResolution

Possible values:

  • No solution
  • Not comprehensible
  • Incomplete
  • Duplicate
  • Not solved
  • Solved
Ticket_Resolution_QuantifierSolution weighting 
Ticket_StateStatus

Possible values:

  • Created
  • Viewed
  • In progress
  • Waiting
  • Closed
TicketGUIDTicket-GUIDThe unique ticket GUID is generated automatically and identifies the ticket in the database. The ticket GUID cannot be changed and is intended for use with the Web Interface.
TicketGuidUrlTicket-GUID-URLThis is where the ticket GUID is customised for use in hyperlinks. In connection with the web server URL, the ticket can be accessed directly from the Web Interface here.
TicketIDTicket-IDThe unique ticket ID is generated automatically and identifies the ticket in the ACMP Console. The ticket ID cannot be changed.
Ticket_CustomFieldNUser defined ticket field NN user-defined ticket fields can be configured here. N stands for the unique numbering.

Comment fields

Variable nameCorresponding fieldContent
Comment_TextComment 
Comment_CreatorUsername 
Comment_Creator_NameFirst name of the creator 
Comment_Creator_FamilyNameLast name of the creator
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