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.
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Common Tags for Cases, Problems, and RFC's:
| System Tag |
Description |
| [HDUSERFIRSTNAME] |
First Name of the user that logged the Record |
| [HDUSERLASTNAME] |
Last Name of the user that logged the Record |
| [DETAILS] |
Case Details |
| [QUEUE] |
Team Name |
| [PROBLEM] |
Subject of the Case or Problem - Not valid for RFC's, use [CHANGEREQUEST] instead |
| [SOLUTION] |
Solution |
| [INITSOLUTIONTYPE] |
Solution Type |
| [RECEIVEDBY] |
How the Record was logged |
| [SKILLGROUP] |
Skill Group |
| [USERFIRSTNAME] |
First Name of the user assigned to the Record |
| [USERLASTNAME] |
Last Name of the user assigned to the Record |
| [RISK] |
Risk |
| [URGENCY] |
Urgency |
| [PRIORITYID] |
Priority |
| [KEY1] |
Key/Category 1 |
| [KEY2] |
Key/Category 2 |
| [KEY3] |
Key/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 Specific Tags
| System Tag |
Description |
| [CALLID] |
Case ID |
| [CALLTYPE] |
Case Type |
| [CALLSTATUS] |
Case Status |
Problem Specific Tags
| System Tag |
Description |
| [PROBLEMID] |
Problem ID |
| [PROBLEMTYPE] |
Problem Type |
| [PROBLEMSTATUS] |
Problem Status |
RFC Specific Tags
| System Tag |
Description |
| [CHANGEREQUESTID] |
RFC ID |
| [CHANGEREQUESTTYPE] |
RFC Type |
| [CHANGEREQUESTSTATUS] |
RFC Status |
| [CHANGEREQUESTSTAGE] |
RFC Stage |
| [CHANGEREQUESTAPPROVALSTATUS] |
RFC Approval Status |
| [CHANGEREQUEST] |
RFC Title/Subject |
| [PLANSTART] |
RFC Plan Start date |
| [PLANEND] |
RFC Plan End date |
| [ACTUALSTART] |
RFC Actual Start date |
| [ACTUALEND] |
RFC Actual End date |
| [ESTIMATEDTIME] |
RFC Estimated time |
| [ACTUALTIME] |
RFC Actual time |
| [ESTIMATEDCOST] |
RFC Estimated cost |
| [ACTUALCOST] |
RFC Actual cost |
RFC Approval and Approver specific tags
| System Tag |
Description |
| [DECISIONDUEDATE] |
RFC Decision Due Date |
| [POLICYNAME] |
RFC Policy Name |
| [POLICYTYPE] |
RFC Policy Type |
| [DECISIONCOMPLETED] |
RFC Decision Completed |
| [MINNOAPPROVERS] |
RFC Minimum Number of Approvers |
| [APPROVERFIRSTNAME] |
RFC Approver First Name |
| [APPROVERLASTNAME] |
RFC Approver Last Name |
| [APPROVALLOGID] |
RFC Approval Log ID |
| [SEQNUM] |
RFC Sequence Number |
Case Assignment Template Tags
| System Tag |
Description |
| [ASSIGNMENTALERTCOMMENTS] |
Comments added by versaSRS operator when assigning a Case to a user |
Due Date / Priority Change Notification Template Tags
| System Tag |
Description |
| [DUEDATECHANGEDCOMMENTS] |
Comments added by versaSRS operator when the Case Due Date / Priority is changed |
Task Specific Tags
versaSRS also supports the following Task tags that can be used within Case Task Notification And Escalation email templates. The common tags defined above can also be included in these templates since each Task is associated with a Record.
| System Tag |
Description |
| [TASKID] |
Task ID Number |
| [RECORDID] |
Associted Record ID |
| [RECORDTYPEID] |
Associated 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 |