Topic
This article provides definitions for the placeholders that you can add to NinjaOne Ticketing email templates.
Environment
NinjaOne Ticketing
Description
NinjaOne Ticketing allows you to create email templates and manage the emails that technicians and end users receive related to ticket activity in NinjaOne. Refer to NinjaOne Ticketing: Email and Notification Management to learn how.
When creating email templates, you can add a placeholder that describes the expected value and pulls specified data from the ticket into the email body. The following table explains the purpose of each placeholder.
If the selected field is empty in the ticket, no value will be present in the response. To view placeholders for private notes on the ticket, you must be a technician with appropriate permissions. Otherwise, the placeholder will be ignored in the email.
| Placeholder Name | Definition |
|---|---|
| ${ticket.id} | Ticket identification number |
| ${ticket.createdDate} | Date the ticket was created |
| ${ticket.device.displayName} | Display name of the affected device |
| ${ticket.device.url} | Link to the device dashboard in NinjaOne |
| ${ticket.subject} | Text from Subject ticket field |
| ${ticket.description} | Text from Description ticket field |
| ${ticket.status} | Value from the Status drop-down menu |
| ${ticket.severity} | Value from the Severity drop-down menu |
| ${ticket.priority} | Value from the Priority drop-down menu |
| ${ticket.type} | Value from the Type drop-down menu |
| ${ticket.tags} | Value of all tags included in the ticket |
| ${ticket.organization.name} | Name of organization assigned to the ticket |
| ${ticket.assignee.email} | Email of the technician assigned to the ticket |
| ${ticket.assignee.name} | Online display name of the technician assigned to the ticket |
| ${ticket.assignee.firstName} | First name of the technician assigned to the ticket |
| ${ticket.assignee.lastName} | Last name of the technician assigned to the ticket |
| ${ticket.assignee.phone} | Telephone number of the technician assigned to the ticket |
| ${ticket.requester.email} | Email address of the technician assigned to the ticket |
| ${ticket.requester.name} | Display name of the person who created the ticket |
| ${ticket.requester.firstName} | First name of the person who created the ticket |
| ${ticket.requester.lastName} | Last name of the person who created the ticket |
| ${ticket.requester.phone} | Telephone number of the person who created the ticket |
| ${ticket.requester.organization.name} | Assigned organization of the person who created the ticket |
| ${ticket.url} | Link to the ticket page in NinjaOne (redirects to the End User portal when sending emails to end users) |
| ${ticket.changes} | Summary of recent changes made to the ticket for specific notification types, based on recipient role and event: Changed fields that will populate data:
When data will show None:
|
| ${branding.appLogo} | Branded site logo attachment |
| ${currentUser.signature} | Signature of the user currently making changes to the ticket |
| ${currentUser.email} | Email address of the user currently making changes to the ticket |
| ${currentUser.name} | Display name of the user currently making changes to the ticket |
| ${currentUser.firstName} | First name of the user currently making changes to the ticket |
| ${currentUser.lastName} | Last name of the user currently making changes to the ticket |
| ${currentUser.phone} | Telephone number of the user currently making changes to the ticket |
| ${currentUser.organization.name} | Assigned organization of the user who is currently making changes to the ticket |
| ${ticket.comments.all} | All public responses and private notes on the ticket |
| ${ticket.comments.latest20} | 20 most recent public responses and private notes on the ticket |
| ${ticket.comments.latest10} | 10 most recent public responses and private notes on the ticket |
| ${ticket.comments.latestPrivate} | Most recent private note added to the ticket |
| ${ticket.comments.latestPublic} | Most recent public response added to the ticket |
| ${ticket.comments.latest} | Most recent public response or private note added to the ticket |
| ${approvalInstance.subject} | Approval process name |
| ${approvalInstance.reason} | Approval process description |
| ${approvalInstance.url} | Approval process web address |
| ${approvalInstance.approver.name} | Names of all approvers in the approval process |
| ${ticket.slaDueDate} | Due date of the selected service level agreement |
| ${ticket.cc.name] | All currently CC'd names on the ticket |
| ${ticket.cc.email] | All currently CC'd emails on the ticket |
Additional Resources
Refer to NinjaOne Ticketing: Resource Catalog to learn more about NinjaOne Ticketing.