Select Fields to Use as Substitution Variables

Instead of manually typing in substitution variables in the Subject or Message fields in a communication template, you can use the Select Fields dialog box to add them. The system filters these substitution variables based on the business object that you select in the Applies To field. You can access this dialog box from the Communication Templates application.

When a user applies the communication template and creates a notification, the system replaces the substitution variables from the template with the corresponding values from the record that is generating the notification.

For example, if the Subject line of the communication template reads:

Your Incident ID# is :TICKETID

then :TICKETID is replaced by the actual ticket number obtained from the incident record.

To select a substitution variable:

  1. Open or create a communication template. Ensure you have a value in the Applies To field.

  2. In the Subject or Message field, type the words that you want to precede the substitution variable, followed by a single space.

  3. With your cursor in the place where you want to insert a substitution variable, click Detail Menu . The Select Fields dialog box opens.

  4. Click on the top-level node to expand the list of substitution variables. If necessary, expand other nodes to view all substitution variables.

  5. Choose a substitution variable from the list by selecting the blue square next to the value. The system returns it to the Subject or Message field.

Note: The space preceding the variable is replaced by a colon and then the variable. The output will be formatted correctly. You must manually insert a space after any variables in your Subject or Message field if more text or other variables are to follow.