Grievance App relies on predefined templates when sending out auto responses, notices and alerts. Each template has a set of variable placeholder as shown below.
Variables #
BASE VARIABLE
| %{ticket.id} | Grievance ID (internal ID) |
| %{ticket.number} | Grievance number (external ID) |
| %{ticket.email} | Email Address |
| %{ticket.name} | Full Name |
| %{ticket.subject} | Subject |
| %{ticket.phone} | Phone Number | ext |
| %{ticket.status} | Status |
| %{ticket.priority} | Priority |
| %{ticket.assigned} | Assigned Staff and/or Team |
| %{ticket.create_date} | Date Created |
| %{ticket.due_date} | Due Date |
| %{ticket.close_date} | Date Closed |
| %{ticket.auth_token} | Auth. Token used for auto-login |
| %{ticket.client_link} | Client’s Grievance View Link |
| %{ticket.staff_link} | Staff’s Grievance View Link |
EXPANDABLE VARIABLES
| %{ticket.dept} | Department |
| %{ticket.staff} | Assigned/Closing Staff |
| %{ticket.team} | Assigned/Closing Team |
| %{ticket.thread} | Grievance Thread |
| %{ticket.topic} | Help topic |
| %{ticket.user} | Grievance Owner |
OTHER VARIABLES
| %{message} | Incoming Message |
| %{response} | Outgoing Response |
| %{comments} | Assign/Transfer Comments |
| %{note} | Internal Note (expandable) |
| %{assignee} | Assigned Staff/Team |
| %{assigner} | Staff Assigning the Grievance |
| %{signature} | Staff/Dept Signature (selection) |
| %{url} | Grievance App’s Base URL (FQDN) |
NEW VARIABLES
| %{ticket.thread.complete} | Thread Correspondance |
| %{ticket.thread.complete.reversed} | Thread Correspondance in reversed order |
Variable Contexts #
Please note that only known (supported) variables are substituted. Non-base variables depends on the context of template type to which they are used.
- New Grievance Auto Response: Autoresponse sent to user/client on new grievance if enabled. Meant to give the user the grievance ID which can be used to check the status of the grievance.
- New Message Auto Response: Confirmation sent to user when a new message is appended to an existing grievance. This can be emailed or web-based replies.
- Over Limit Notice: Grievance denied notice. This is a one time notice sent when the user has reached the max allowedopen grievances defined in preference section. Reasonable limit helps control spam and possible email flood loops.
- Grievance Response/Reply: Message template used when responding to a grievance or simply alerting the user about a response/answer availability.
- New Grievance Alert: Alert sent to staff on new grievance.
- New Message Alert: Alert sent to staff when user replies to an existing grievance.
- New Internal Note Alert: Alert sent to selected staff ( if enabled) when an internal note is appended to a grievance.
- Assigned Grievance Alert: Alert sent to staff on grievance assignment.
- Overdue/Stale Alert: Alert sent to staff on stale or overdue grievance.