Context Listing

Contents

• Introduction
• Inserting Fields
• Queue Fields
  • queue.title
  • queue.slug
  • queue.email_address
  • queue.from_address
• Ticket Fields
  • ticket.title
  • ticket.created
  • ticket.modified
  • ticket.submitter_email
  • ticket.status
  • ticket.get_status_display
  • ticket.on_hold
  • ticket.description
  • ticket.resolution
  • ticket.priority
  • ticket.get_priority_display
  • ticket.last_escalation
  • ticket.ticket
  • ticket.ticket_for_url
  • ticket.get_status
  • ticket.ticket_url
  • ticket.staff_url
  • ticket.assigned_to
  • ticket.queue
  • ticket.followup.messages
  • ticket.queue.title

 

Introduction

TxHelpdesk provides a powerful way for you to embed fields from the current ticket into your comments and ticket resolutions using a template language.

For example, you may want to place the last escalation date into a ticket comment, or reproduce the original description sent to you by the submitter.

Inserting Fields

In your comment, enter the field name surrounded by double curly braces. For example, to get the ticket title, use:

{{ ticket.title }}

Queue Fields

The following fields are available in the template context to display the details of the queue to which this ticket belongs:

queue.title

The display title of the queue

queue.slug

The 'slug' of the queue, a single-word lowercase identifier used in URL's and e-mail subjects.

queue.email_address

The e-mail address to which users can send an e-mail to open a new ticket automatically.

queue.from_address

The e-mail address from which the queue will send e-mails to submitters.

Ticket Fields

ticket.title

Title of the ticket, as provided by the submitter. A single line of text.

ticket.created

The time/date this ticket was first opened

ticket.modified

The time/date this ticket was most recently changed

ticket.submitter_email

E-Mail address of the ticket submitter

ticket.status

Status of this ticket (Integer)

ticket.get_status_display

Status of this ticket (Text-based)

ticket.get_status

Status of this ticket (Text-based, includes 'On Hold' if required)

ticket.on_hold

Indicates whether this ticket is on hold (True/False)

ticket.description

The description of the ticket, eg the body of the e-mail sent or the problem entered by the submitter

ticket.resolution

The resolution of the ticket provided by staff. This may be blank.

ticket.priority

The priority of this ticket (1-5, Integer only)

ticket.get_priority_display

The priority of this ticket (Text-based)

ticket.last_escalation

The time/date this ticket was last escalated

ticket.ticket

The ticket ID in form '[queue_slug-id]', used in e-mail subjects.

ticket.ticket_for_url

The ticket ID in form 'queue_slug-id', used in URLs

ticket.ticket_url

Public URL for this ticket

ticket.staff_url

Staff-only URL for this ticket

ticket.assigned_to

Name of the staff member assigned to this ticket, or 'Unassigned' if it is unassigned.

ticket.queue

Another dictionary of queue information, identical to queue above. For example, use ticket.queue.title.

ticket.followup.messages

Message trails of a particular ticket

ticket.queue.title

Renders title of the queue ticket belongs to