Create an e-mail template

The e-mail format used for sending a support case can be customized if required.. To do so, a file named Mail.template must be created in the application directory. An alternative path can be specified in IBI-helpMe Admin under Distribution > E-Mail content template path. The character encoding of the file must be set to UTF-8.

Placeholder

The contents of the file can be freely determined by the user. Placeholders are used to insert the information that has been determined, as well as the user entries. The format of the placeholders is as follows:

Input fields

Description	Placeholder	Comment
Input field value	`{%Input.input-field-id%}`	input-field-id is the ID of the input field whose value is to be inserted

Information to be transmitted

Local information

Description	Placeholder
Operating system	`{%Local.OS%}`
Operating system (32-bit or 64-bit)	`{%Local.OsSystemType%}`
Computer name	`{%Local.Computername%}`
Client name, if a connection via Remote Desktop exists.	`{%Local.Clientname%}`
User name	`{%Local.Username%}`
Session ID	`{%Local.SessionID%}`
Assigned IP addresses	`{%Local.IP%}`

Active Directory information

All readable ActiveDirectory attributes for the user and the computer can be supplied. The placeholder in this case is structured as follows:

{%
ActiveDirectory
[point]
Source: User (User) or computer (Computer)
[point]
Name of the attribute
%}

Example

Description	Placeholder
User's telephone number	`{%ActiveDirectory.User.telephoneNumber%}`
Computer's regional settings	`{%ActiveDirectory.Computer.countryCode%}`

Content of a template

XML

{%Input.Description%}
---
[Computername]
{%Local.Computername%}
[e-mail address]
{%ActiveDirectory.User.mail%}