System Tags
versaSRS offers a large selection of System Tags. These are placeholders that can be used while composing emails or when creating Templates that will be replaced by the appropriate system information, examples for use of these tags is outlined below.
Common Tags for Cases, Problems, and Change Requests:
| System Tag | Description |
|---|---|
| [HDUSERFIRSTNAME] | First Name of the user that logged the case |
| [HDUSERLASTNAME] | Last Name of the user that logged the case |
| [DETAILS] | Case Details |
| [QUEUE] | Team Name |
| [SKILLGROUP] | Skill Group |
| [USERFIRSTNAME] | First Name of the user assigned to the case |
| [USERLASTNAME] | Last Name of the user assigned to the case |
| [RISK] | Risk |
| [URGENCY] | Urgency |
| [PRIORITYID] | Priority |
| [KEY1] | Qualifier/Category 1 |
| [KEY2] | Qualifier/Category 2 |
| [KEY3] | Qualifier/Category 3 |
| [PRODUCTTYPE] | Product Type |
| [PRODUCT] | Product |
| [IMPACT] | Impact |
| [SERVICEAREA] | Service Area |
| [SYMPTOMCODE] | Symptom Code |
| [CAUSECODE] | Cause Code |
| [DUEDATE] | Due Date |
| [ESTSOLDATE] | Estimated Solution Date |
| [PRCOMPANY] | Primary Requestor Company Name |
| [PRJOBTITLE] | Primary Requestor Job Title |
| [PRFIRSTNAME] | Primary Requestor First Name |
| [PRLASTNAME] | Primary Requestor Last Name |
| [PRPHONE] | Primary Requestor Phone |
| [PRDIVISION] | Primary Requestor Division |
| [PRDEPARTMENT] | Primary Requestor Department |
| [PRLOCATION] | Primary Requestor Location |
| [PRCOMPUTER] | Primary Requestor Computer |
| [PRUSERNAME] | Primary Requestor Username |
| [PREMAIL] | Primary Requestor Email Address |
| [SRCOMPANY] | Secondary Requestor Company |
| [SRJOBTITLE] | Secondary Requestor Job Title |
| [SRFIRSTNAME] | Secondary Requestor First Name |
| [SRLASTNAME] | Secondary Requestor Last Name |
| [SRPHONE] | Secondary Requestor Phone |
| [SRDIVISION] | Secondary Requestor Division |
| [SRDEPARTMENT] | Secondary Requestor Department |
| [SRLOCATION] | Secondary Requestor Location |
| [SRCOMPUTER] | Secondary Requestor Computer |
| [SRUSERNAME] | Secondary Requestor Username |
| [SREMAIL] | Secondary Requestor Email Address |
| [QUEUEEMAIL] | Team Primary Address |
| [QUEUESIGNATURE] | Team Signature |
| [BILLINGCOMPANY] | Billing Charge Company |
| [BILLINGSLA] | Billing SLA |
| [BILLINGNOCHARGE] | Replaced with 'True' or 'False' |
| [BILLINGNUMTRANS] | Number of transactions |
| [BILLINGESTIMATE] | Billing Estimate |
| [BILLINGCUMULATIVE] | Billing Cumulative |
| [BILLINGAUDITLOGCUMULATIVE] | Billing Audit Log Cumulative |
| [BILLINGCHARGE] | Billing Charge |
| [BILLINGQUOTE] | Billing Quote |
| [BILLINGREFNUM] | Billing Reference Number |
| [BILLINGNOTES] | Billing Notes |
Case Tags
| System Tag | Description |
|---|---|
| [CALLID] | Case ID |
| [CALLTYPE] | Case Type |
| [CALLSTATUS] | Case Status |
| [PROBLEM] | Subject of the Case |
| [SOLUTION] | Solution |
| [INITSOLUTIONTYPE] | Solution Type |
Problem Tags
| System Tag | Description |
|---|---|
| [PROBLEMID] | Problem ID |
| [PROBLEMTYPE] | Problem Type |
| [PROBLEMSTATUS] | Problem Status |
| [PROBLEM] | Subject of the Problem |
| [SOLUTION] | Solution |
| [INITSOLUTIONTYPE] | Solution Type |
Change Request Tags
| System Tag | Description |
|---|---|
| [CHANGEREQUESTID] | Change Request ID |
| [HDUSERFIRSTNAME] | First Name of the user that logged the Change Request |
| [HDUSERLASTNAME] | Last Name of the user that logged the Change Request |
| [CHANGEREQUESTTYPE] | Change Request Type |
| [RECEIVEDBY] | How the Change Request was logged |
| [CHANGEREQUESTSTATUS] | Change Request Status |
| [CHANGEREQUESTSTAGE] | Change Request Stage |
| [CHANGEREQUESTAPPROVALSTATUS] | Change Request Approval Status |
| [CHANGEREQUEST] | Change Request Title/Subject |
| [DETAILS] | Change Request Details |
| [QUEUE] | Change Request Team |
| [SKILLGROUP] | Change Request Skill Group |
| [USERFIRSTNAME] | Change Request user First Name |
| [USERLASTNAME] | Change Request user Last Name |
| [RISK] | Change Request Risk |
| [URGENCY] | Change Request Urgency |
| [PRIORITYID] | Change Request Priority |
| [KEY1] | Change Request Primary Key |
| [KEY2] | Change Request Secondary Key |
| [KEY3] | Change Request Tertiary Key |
| [PRODUCTTYPE] | Change Request Product Type |
| [PRODUCT] | Change Request Product |
| [IMPACT] | Change Request Impact |
| [SERVICEAREA] | Change Request Service Area |
| [SYMPTOMCODE] | Change Request Symptom Code |
| [CAUSECODE] | Change Request Cause Code |
| [DUEDATE] | Change Request Due Date |
| [ESTSOLDATE] | Change Request Estimated Solution Date |
| [PLANSTART] | Change Request Plan Start date |
| [PLANEND] | Change Request Plan End date |
| [ACTUALSTART] | Change Request Actual Start date |
| [ACTUALEND] | Change Request Actual End date |
| [ESTIMATEDTIME] | Change Request Estimated time |
| [ACTUALTIME] | Change Request Actual time |
| [ESTIMATEDCOST] | Change Request Estimated cost |
| [ACTUALCOST] | Change Request Actual cost |
| [PRCOMPANY] | Change Request Primary Requestor Company Name |
| [PRJOBTITLE] | Change Request Primary Requestor Job Title |
| [PRFIRSTNAME] | Change Request Primary Requestor First Name |
| [PRLASTNAME] | Change Request Primary Requestor Last Name |
| [PRPHONE] | Change Request Primary Requestor Phone |
| [PRDIVISION] | Change Request Primary Requestor Division |
| [PRDEPARTMENT] | Change Request Primary Requestor Department |
| [PRLOCATION] | Change Request Primary Requestor Location |
| [PRCOMPUTER] | Change Request Primary Requestor Computer |
| [PRUSERNAME] | Change Request Primary Requestor Username |
| [PREMAIL] | Change Request Primary Requestor Email |
| [SRCOMPANY] | Change Request Secondary Requestor Company |
| [SRJOBTITLE] | Change Requestor Secondary Requestor Job Title |
| [SRFIRSTNAME] | Change Request Secondary Requestor First Name |
| [SRLASTNAME] | Change Request Secondary Requestor Last Name |
| [SRPHONE] | Change Request Secondary Requestor Phone |
| [SRDIVISION] | Change Request Secondary Reqeustor Division |
| [SRDEPARTMENT] | Change Request Secondary Requestor Department |
| [SRLOCATION] | Change Request Secondary Requestor Location |
| [SRCOMPUTER] | Change Request Secondary Requestor Computer |
| [SRUSERNAME] | Change Request Secondary Requestor Username |
| [SREMAIL] | Change Request Secondary Requestor Email |
| [QUEUEEMAIL] | Change Request Team Email |
| [QUEUESIGNATURE] | Change Request Team Signature |
| [BILLINGCOMPANY] | Change Request Billing Company |
| [BILLINGSLA] | Change Request Billing SLA |
| [BILLINGNOCHARGE] | Change Request Billing No Charge |
| [BILLINGNUMTRANS] | Change Request Billing Number of Transactions |
| [BILLINGESTIMATE] | Change Request Billing Estimate |
| [BILLINGCUMULATIVE] | Change Request Billing Cumulative |
| [BILLINGAUDITLOGCUMULATIVE] | Change Request Billing Audit Log Cumulative |
| [BILLINGCHARGE] | Change Request Billing Charge |
| [BILLINGQUOTE] | Change Request Billing Quote |
| [BILLINGREFNUM] | Change Request Billing Reference Number |
| [BILLINGNOTES] | Change Request Billing Notes |
Change Request Approval and Approver specific tags:
| System Tag | Description |
|---|---|
| [DECISIONDUEDATE] | Change Request Decision Due Date |
| [POLICYNAME] | Change Request Policy Name |
| [POLICYTYPE] | Change Request Policy Type |
| [DECISIONCOMPLETED] | Change Request Decision Completed |
| [MINNOAPPROVERS] | Change Request Minimum Number of Approvers |
| [APPROVERFIRSTNAME] | Change Request Approver First Name |
| [APPROVERLASTNAME] | Change Request Approver Last Name |
| [APPROVALLOGID] | Change Request Approval Log ID |
| [SEQNUM] | Change Request Sequence Number |
The following Tags are also available for the Case Assignment template.
| System Tag | Description |
|---|---|
| [ASSIGNMENTALERTCOMMENTS] | Comments added by versaSRS operator when assigning a Case to a user |
The following Tags are also available to the Due Date / Priority Change Notification template.
| System Tag | Description |
|---|---|
| [DUEDATECHANGEDCOMMENTS] | Comments added by versaSRS operator when the Case Due Date / Priority is changed |
versaSRS also supports the following Task tags that can be used within Case Task Notification And Escalation email templates. The Case property tags defined above can also be included in these templates since each Task is associated with a Case.
| System Tag | Description |
|---|---|
| [TASKID] | Task ID Number |
| [RECORDID] | Record ID |
| [RECORDTYPEID] | Record Type ID |
| [TASKTITLE] | Task Title/Subject |
| [TASKDETAILS] | Task Details |
| [TASKNOTES] | Task Notes |
| [TASKRESOLUTION] | Task Resolution |
| [TASKTYPE] | Task Type |
| [TASKTYPEID] | Task Type ID |
| [TASKSTATUS] | Task Status |
| [TASKSTATUSID] | Task Status ID |
| [TASKPERCENTCOMPLETE] | Task Percent Complete |
| [TASKRISK] | Task Risk |
| [TASKRISKID] | Task Risk ID |
| [TASKDATEENTERED] | Task Date Entered |
| [TASKLASTUPDATED] | Task Last Updated |
| [TASKDUEDATE] | Task Due Date |
| [TASKDATECOMPLETED] | Task Date Completed |
| [TASKCUSTOM1] | Task Custom 1 |
| [TASKCUSTOM1ID] | Task Custom 1 ID |
| [TASKCUSTOM2] | Task Custom 2 |
| [TASKCUSTOM2ID] | Task Custom 2 ID |
| [TASKCUSTOM3] | Task Custom 3 |
| [TASKCUSTOM3ID] | Task Custom 3 ID |
| [TASKASSIGNEDTOCOMPANY] | Task Assigned To Company |
| [TASKASSIGNEDTOFIRSTNAME] | Task Assigned To First Name |
| [TASKASSIGNEDTOLASTNAME] | Task Assigned To Last Name |
| [TASKASSIGNEDTOPHONE] | Task Assigned To Phone |
| [TASKASSIGNEDTODIVISION] | Task Assigned To Division |
| [TASKASSIGNEDTODEPARTMENT] | Task Assigned To Department |
| [TASKASSIGNEDTOLOCATION] | Task Assigned To Location |
| [TASKASSIGNEDTOCOMPUTER] | Task Assigned To Computer |
| [TASKASSIGNEDTOUSERNAME] | Task Assigned To Username |
| [TASKASSIGNEDTOEMAIL] | Task Assigned To Email |
| [TASKTRIGGER1] | Task Trigger 1 Date / Time |
| [TASKTRIGGER2] | Task Trigger 2 Date / Time |
| [TASKTRIGGER3] | Task Trigger 3 Date / Time |
| [TASKTRIGGER4] | Task Trigger 4 Date / Time |
| [TASKTRIGGER5] | Task Trigger 5 Date / Time |
| [TASKTRIGGERRECIPIENTS1] | Task Trigger 1 Recipients |
| [TASKTRIGGERRECIPIENTS2] | Task Trigger 2 Recipients |
| [TASKTRIGGERRECIPIENTS3] | Task Trigger 3 Recipients |
| [TASKTRIGGERRECIPIENTS4] | Task Trigger 4 Recipients |
| [TASKTRIGGERRECIPIENTS5] | Task Trigger 5 Recipients |
| [TASKBILLINGCOMPANY] | Task Billing Company |
| [TASKBILLINGSLA] | Task Billing SLA |
| [TASKBILLINGNOCHARGE] | Task Billing No Charge |
| [TASKBILLINGNUMTRANS] | Task Billing Number of Transactions |
| [TASKBILLINGESTIMATE] | Task Billing Estimate |
| [TASKBILLINGCUMULATIVE] | Task Billing Cumulative |
| [TASKBILLINGCHARGE] | Task Billing Charge |
| [TASKBILLINGQUOTE] | Task Billing Quote |
| [TASKBILLINGREFNUM] | Task Billing Reference Number |
| [TASKBILLINGNOTES] | Task Billing Notes |