Macros

Helpdesk template macros are placeholders for generated customer, user, and ticket data. Macros are defined using specific text between curly brackets and % signs. Each type of macros has its own set of properties. For example, Contact macros pull data from the Redmine CRM Contact profile.

template.png

Below you can find an example of message written using macros. The second one is an example of the message received in gmail.

macro redmine.png

gmail macro.png

Available macros

Macro Description
{%date%} Current date
%%<Custom field name>%% Issue or contact custom fields (can have collisions with same names for issue and contact custom fields
Contact
{%contact.name%} Issue customer full name
{%contact.first_name%} Issue customer first name
{%contact.last_name%} Issue customer last name
{%contact.middle_name%} Issue customer middle name
{%contact.company%} Issue customer company
Issue
{%ticket.assigned_to%} Assigned user name
{%ticket.id%} Issue ID
{%ticket.tracker%} Issue Tracker
{%ticket.status%} Issue status
{%ticket.priority%} Issue priority
{%ticket.quoted_description%} Issue quoted description. Could be useful for auto answer
{%ticket.history%} Ticket conversation quoted history. Could be useful for auto answer
{%ticket.project%} Issue project name
{%ticket.subject%} Issue subject
{%ticket.estimated_hours%} Issue estimated hours
{%ticket.done_ratio%} Issue done ratio
{%ticket.public_url%} Public url for current issue
{%ticket.closed_on%} Issue Closed on date (for Redmine 2.3+)
{%ticket.due_date%} Issue due date
Issue note
{%response.author%} Issue note author full name. Could be useful for message footer as support engineer name
{%response.author.first_name%} Issue note author first name
{%response.author.custom_field: <User custom field name> %} Issue note author custom field
{{send_file(<Attached file name>)}} Attach file from current ticket to reply. Ex: {{send_file(agreement.docx)}}
Ticket votes
{%ticket.voting%} Voting link code
{%ticket.voting.good%} "Good" voting link code
{%ticket.voting.okay%} "Just Ok" voting link code
{%ticket.voting.bad%} "Not good" voting link code

A list of all macros available can be found in Administration -> Helpdesk, Helpdesk templates.

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