Complex variables that need more explanation

Ticket: History (with formatting), Task: History (with formatting)

The Ticket: History (with formatting) variable is available in Service Desk and Service Call notification templates, the Task: History (with formatting) variable is available in Projects and Service Call notification templates.

These variables only work in HTML notification templates. If this tag is inserted in a Plain Text email, the markup text will appear in the message.

The variable contains the name of the author (narrative format) and the date/time in italics. Date and time use the default location’s time zone and a generic date/time format. The title of the note (email subject) appears in bold. The content of the note will preserve line breaks.

Each notification is displayed in a colored box. The background color of the box will depend on who the creator is:

  • If an item was created by a resource it will display in a green box.
  • If an item was created by a contact it will display in a purple box.
  • If we can’t tell if the note creator was a resource or a contact, we will display the note in a gray box.

System notes are not included with the History (with formatting) variables.

Internal notes are included if the resource has permission to see them. If there are any recipients who are not resources, internal notes will not be displayed, and they will not have a placeholder.

[Ticket: History (without most recent note)], [Ticket: History (with formatting; without most recent note)]

The [Ticket: History (without most recent note)] and [Ticket: History (with formatting; without most recent note)] variables are available in Service Desk notification templates.

They are identical to the Ticket: History and Ticket: History (with formatting) variables, except that the most recent note which caused the notification to be sent is excluded. Most of the time, that note has already been displayed higher up in the main part of the email. Using this version of the variable allows you to avoid the duplication of notes.