Automation variables transform generic templates into personalized messages. Instead of "Your ticket has been updated", the email says "Your ticket #12345 – Printer out of toner was updated by technician John".
Where to use variables in GLPI
- Notification templates: emails for new ticket, follow-up, resolution, satisfaction survey
- Ticket templates: pre-filled title and description
- Task templates: description with dynamic data from the parent ticket
- Forms (GLPI 11): calculated fields and conditional text
Most used variables
Ticket
| Variable | Description |
|---|---|
##ticket.id## | Ticket number |
##ticket.title## | Ticket title |
##ticket.description## | Full description |
##ticket.url## | Direct link to the ticket |
##ticket.status## | Current status (New, In progress, etc.) |
##ticket.priority## | Priority (Very low to Very high) |
##ticket.category## | Ticket category |
##ticket.creationdate## | Opening date |
##ticket.solvedate## | Resolution date |
Requester
| Variable | Description |
|---|---|
##user.name## | Requester name |
##user.email## | Requester email |
##user.phone## | Requester phone |
Technician and Group
| Variable | Description |
|---|---|
##ticket.assigntousers## | Assigned technician(s) |
##ticket.assigntogroups## | Assigned group(s) |
Follow-ups and Tasks
| Variable | Description |
|---|---|
##followup.description## | Follow-up text |
##followup.author## | Follow-up author |
##task.description## | Task text |
##task.author## | Task author |
Notification template example
Hello ##user.name##,
Your ticket ##ticket.id## - ##ticket.title## has been updated.
Current status: ##ticket.status##
Assigned technician: ##ticket.assigntousers##
Access it here: ##ticket.url##
Best regards,
Support TeamTip
To see the complete list of variables available for each notification type, edit the template and click on the "Available tags" tab. The list is contextual and varies according to the item type.
