Placeholders and where they can be used in SweetHawk Apps

Placeholders can be used in several SweetHawk apps in order to display information relative to a ticket. In each app placeholders can be used in different ways...

Deadline: Placeholders can be used to display details about a ticket when defining what the popup notification message will say either at the time of the deadline or in any of the other workflows.

Calendar: In the Calendar's settings, you can use placeholders in the default subject, description and location of an event. This information will then always be sent with every calendar event that you create. 

Approvals: Placeholders are used to reference the ticket fields that the approval has been requested on.

Reminders: Used to add extra details about a ticket into your reminder messages.

 


Using a placeholder

To use a placeholder, simply enter in any item in the following list by placing it in double curly braces like this {{ticket.id}}. 

Ticket fields

  • ticket.id
  • ticket.title
  • ticket.link
  • ticket.description
  • ticket.priority
  • ticket.status
  • ticket.ticket_field_(id)
  • ticket.ticket_field_option_title_(id)
  • ticket.assignee.user.email
  • ticket.assignee.user.name
  • ticket.assignee.user.custom_fields.(name)
  • ticket.assignee.group.name
  • ticket.assignee.group.custom_fields.(name)
  • ticket.requester.email
  • ticket.requester.name
  • ticket.requester.phone
  • ticket.requester.details
  • ticket.requester.custom_fields.(name)
  • ticket.organization.name
  • ticket.organization.custom_fields.(name)

Remember to enclose each placeholder in double curly brackets: {{placeholder}}.

If a placeholder is invalid or not applicable, it will be removed from the final mapped value.

Where regular brackets () have been used like in this placeholder: ticket.ticket_field_(id), you'll need to replace both the regular brackets and their contents with what they're asking for. For example, the placeholder actually used would look like this: {{ticket.ticket_field_32224158}} 

 


Examples of how placeholders can be used:

Deadline

As you can see here we've specified the placeholder {{ticket.assignee.user.name}} in the Deadline app settings for what the popup notification will be:

 

Calendar

As you can see below the, in the settings screen for the Calendar app, we've set the subject mapping to display the ticket id and the ticket title. Over on the right, when creating the event - the information is pulled from the ticket and displayed in the event details...

 

Approvals

In the approval template creation screen, you can use placeholders to send information relative to the ticket to be approved. Placeholders used in this app also have the added functionality of locking the corresponding ticket fields once the approval has been sent out. This is to make sure that the information that is being approved always matches what is on the ticket. 

 

 

Have more questions? Submit a request

0 Comments

Please sign in to leave a comment.
Powered by Zendesk