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
An example of an e-mail template file
{%Input.Description%}
---
[Computername]
{%Local.Computername%}
[e-mail address]
{%ActiveDirectory.User.mail%}