Reference
The following expressions are available:
General expressions
| Expression | Description |
|---|---|
| General.<Attribute> | Returns general information. The following attributes are available: |
| CurrentDate | Current date (Format: YYYY-MM-dd) |
| CurrentTime | Current time (Format: hh:mm) |
| CurrentDate | Current date (formatted); formatting options can be found on the following web page: |
| CurrentDate. | Current date in UTC (formatted) |
| CurrentTime | Current time (formatted) |
| CurrentTime. | Current time in UTC (formatted) |
| helpdesklink | URL to the 446 Plattform® |
| CurrentUser1 | Access to the current user. |
| CurrentUser. | See expressions for the affected user of a ticket. |
| CurrentUser. | Returns (True or False) whether the currently logged in user acts as deputy. |
| CurrentUser. | Returns (True or False) whether the currently logged in user acts as administrator. |
| NewLine | Inserts a line break. |
Master data
It is also possible to store various information in the Master Data Management.
This information can be read out by expressions as follows:
{$General.MasterData["<Category>"]["<MasterDataFieldName>"]$}
Users, groups and process roles
The following expressions can be used for user, group, and role queries. However, they cannot be used on their own. Whenever user, group, or role information can be accessed via an expression, a reference to these general expressions will be made at the respective location.
| Expression | Description |
|---|---|
| Expressions for users | |
| <Attribute> | Returns information on a user’s attributes. Further attributes for users can be added as well; they can be queried by using the attribute’s name. Note: In order to add further attributes, a tool is necessary. If no additional attributes have been defined for the user, the following attributes can be used: |
| Returns the users e-mail address. | |
| FirstName | Returns the users first name. |
| LastName | Returns the users last name. |
| LoginName | Returns the users login name. |
| FullName | Returns the users full name. |
| MainGroup | Returns the users main group. |
| ObjectGuid | Returns the users ObjectGUID. |
| MainGroup.<GroupField> | Returns information on a group field of the user’s main group. For <GroupField>, the same expressions as for groups can be used. |
| TextBuildingBlock!<Name>.Plaintext | Returns a group-dependent text building block in plaintext format (replace <Name> with the name of the text building block). |
| TextBuildingBlock!<Name>.HTMLText | Returns a group-dependent text building block in HTML format (replace <Name> with the name of the text building block). |
| TextBuildingBlock!<Name>.Plaintext | Returns a user-dependent text building block in plaintext format (replace <Name> with the name of the text building block). |
| TextBuildingBlock!<Name>.HTMLText | Returns a user-dependent text building block in HTML format (replace <Name> with the name of the text building block). |
| Expressions for groups | |
| <Attribute> | Returns attributes of the group. Additional attributes can be added to groups that can be retrieved with the name of the attribute. Note: In order to add further attributes, a tool is necessary. |
| Description | Returns the groups description. |
| Name | Returns the groups name. |
| Returns the groups e-mail address. | |
| MainGroup | Returns the groups main group. |
| TextBuildingBlock!<Name>.Plaintext | Returns a group-dependent text building block in plaintext format (replace <Name> with the name of the text building block). |
| TextBuildingBlock!<Name>.HTMLText | Returns a group-dependent text building block in HTML format (replace <Name> with the name of the text building block). |
| Expressions for process roles | |
| ProcessRole.<Attribute> | Returns information on process roles in connection with the attribute. |
| DataId | Returns the unique database ID of the process role. |
| Description | Returns the description of the process role. |
| FriendlyName | Returns the language-independent name. |
| IsDeleted | Returns True if the process role has been deleted; otherwise False. |
| Name | Returns the language-dependent name. |
| ObjectGuid | Returns the unique database ID of the process role as a GUID. |
| ProcessSchema | Returns the unique database ID of the process schema this process role is assigned to. |
Static expressions
It is possible to access static objects like previously created tickets, tasks, KB articles, expenses, and CIs via expressions.
| Expression | Description |
|---|---|
| Ci["Configuration item"].<CIExpression> | Returns information on a certain configuration item in connection with the CI expression. Example: Ci["Main Server"].Ci.ObjectGuid |
Expense ["Expense"].<ExpenseExpression> | Returns information on a certain expense in connection with the expense expression.
Example: Expense["23840"].Expense.AllocationType.Title |
| KB["KB-Article"].<KBExpression> | Returns information on a certain KB article in connection with the KB expression. Example: Kb["KB-0751"].Article.CreatedDate Individual versions of an article can be accessed as well. Example: Kb["KB-0751.v2"].Article.CreatedDate Individual revisions of a KB article can be accessed as well. Example: Kb["KB-0751.03"].Article.CreatedDate |
| Task["Task"].<TaskExpression> | Returns information on a certain task in connection with the task expression. Example: Task["Tsk-0004"].Start |
| Ticket["Ticket"].<TicketExpression> | Returns information on a certain ticket in connection with the ticket expression. Example: Ticket["IR_02251"].DirectUrl.Activities |
Configuration items (CIs)
| Expression | Description |
|---|---|
| Ci.Affected.<UserExpression> | Returns information on the affected user of a CI via a user expression. |
| Ci.Creator.<UserExpression> | Returns information on the creator of the CI via a user expression. |
| Ci.DataId | Internal ID of the CI (primary key) |
| Ci.Fields!<FieldName>.<Attribute> | Returns information on CI fields under specification of an additional attribute. The following attributes are available: |
| DataId | Internal field ID (primary key) |
| ObjectGuid | Unique field ID for all databases |
| Text | Text of the specified field |
| Value | Value of the specified field |
| Ci.Fields.Count | Number of CI fields |
| Ci.NumberOfChilds | Number of contained CIs |
| Ci.ObjectGuid | Unique ID of a CI for all databases |
| Ci.Owner.<UserExpression> | Returns information on the owner of a CI via a user expression. |
| Ci.Supplier.<UserExpression> | Returns information on the supplier of a CI via a user expression. |
| Ci.ParentCi.<Attribute> | Returns information on parent CIs in connection with the attribute. If there are more parents than one, the first one is used. |
| Schema | Returns the schema of the parent CI. |
| State | Returns the status of the parent CI. |
| Ci.Relations.Count | Number of relations of the CI |
| Ci.Schema.<Attribute> | Returns information on a CI schema in connection with an attribute. |
| DataId | Internal ID of the CI key (primary key) |
| FriendlyName | Name of the schema (language-independent) |
| IsVirtual | Denotes whether the schema is a virtual schema (True or False). |
| NumberOfChilds | Denotes the number of subschemas. |
| ObjectGuid | Unique ID of the schema in all databases. |
| Ci.Status.<Attribute> | Returns information on the status of a CI in connection with an attribute. |
| DataId | Internal ID of the status (primary key) |
| FriendlyName | Name of the CI status (language-independent) |
| ObjectGuid | Unique ID of the status in the entire database |
| Ci.UniqueId | Unique ID of the CI visible in the interface |
| Ci.VisibleId | Visible ID of the CI |
| Ci.Zone.<Attribute> | Returns information on CMDB zones in connection with an attribute. |
| DataId | Returns the internal ID of the zone (primary key). |
| Fields!<FieldName>.DataId | Returns the internal ID of the specified field (primary key). (<FieldName> denotes the respective field of a CI zone.) |
| Fields!<FieldName>. | Returns the unique ID of the zone field in all databases. (<FieldName> denotes the respective field of a CI zone.) |
| Fields!<FieldName>. | Returns the text of the specified field. (<FieldName> denotes the respective field of a CI zone.) |
| Fields!<FieldName>.Value | Returns the value of the specified field. (<FieldName> denotes the respective field of a CI zone.) |
| FriendlyName | Returns the name of the CI zone (language-independent). |
| NumberOfChilds | Returns the number of direct subzones. |
| ObjectGuid | Returns the unique ID of the zone in all databases. |
| ParentZone.<ZoneExpression> | Returns the "parent zone". For <ZoneExpression>, all expressions of Ci.Zone can be used. |
| Schema.DataId | Returns the internal ID of the zone schema (primary key). |
| Schema. | Returns the name of the zone schema (language-independent). |
| Schema.ObjectGuid | Returns the unique ID of the zone schema in all databases. |
| ZoneType | Returns the zone type (either TopLevelZone or CiZone). |
Dynamic placeholders
| Expression | Description |
|---|---|
| Placeholder.<Name> | Returns the text of the dynamic placeholder (replace <Name> with the placeholder’s name). |
| Placeholder.<Name>.HTML | Returns the text of the dynamic placeholder (replace <Name> with the placeholder’s name). Line breaks are replaced with <br>. |
Early warning system
| Expression | Description |
|---|---|
| EarlyWarnAlert.<Attribute> | Returns information on early warning rules in connection with the attribute. |
| Rule!Name | Returns the name of the early warning rule. |
| Subscription!Name | Returns the name of the early warning subscription. |
| Tickets!Url | Returns the URLs of the tickets affected by this rule as plaintext. |
| Tickets!Url.Html | Returns the URLs of the tickets affected by this rule as HTML. |
| Tickets[<Index>] | Returns the respective ticket (<Index> starts with 0). |
| Title | Returns the title of the respective ticket. |
| Ticket# | Returns the ticket number of the respective ticket. |
| CreatedDateTime | Returns the date and time of creation of the respective ticket. |
| Status.Name | Returns the name of the status of the respective ticket. |
| Priority.Description | Returns the description of the priority of the respective ticket. |
| Fields!<FieldName>.Text | Returns the text of the specified field of the respective ticket. |
| TriggerTicket | Returns the ticket that has triggered the early warning system. |
| TriggerTicket.Ticket# | Returns the number of the ticket that has triggered the early warning system. |
Expenses
| Expression | Description |
|---|---|
| Expense.<Attribute> | Returns information about an expense in connection with an attribute. |
| DataId | Returns the unique ID of an expense in the database. |
| ExecutionDate | Returns the execution time of an expense in dd.mm.yyyy hh:mm:ss format. |
| Expense.User.<UserExpression> | Returns information on the expense creator in connection with the user expression. |
| Expense.Ticket.<TicketExpression> | Returns information on the ticket linked to the expense in connection with the ticket expression. |
| Expense.Task.<TaskExpression> | Returns information on the task linked to the expense in connection with the task expression. |
| Expense.External. | Returns information on external details of an expense in connection with the attribute. |
| Expense.Internal. | Returns information on internal details of an expense in connection with the attribute. |
| Title | Returns the (external or internal) title of the expense. |
| Description | Returns the (external or internal) description of the expense. |
| Total | Returns the (external or internal) total of the expense. |
| AllocationType. | Returns information on the allocation type in connection with the attribute. |
| ObjectGuid | Returns the ObjectGUID of the allocation type. |
| Title | Returns the name of the allocation type. |
| Description | Returns the description of the allocation type. |
| Charge | Returns the chargeability. |
| Factor | Returns the factor of the allocation type. |
| Expense.Project. | Returns information on the project of an expense in connection with the attribute. |
| ObjectGuid | Returns the ObjectGUID of the project. |
| Title | Returns the name of the project. |
| Start | Returns the start date of the project. |
| End | Returns the end date of the project. |
| Expense.CostCenter.<Attribute> | Returns information on the cost center used in the expense in connection with the attribute. |
| ObjectGuid | Returns the ObjectGUID of the cost center. |
| Number | Returns the number of the cost center assigned in the project. |
| Title | Returns the title of the cost center. |
| Start | Returns the start date of the cost center. |
| End | Returns the end date of the cost center. |
| EnableTimeAccount | Returns True if the time account is activated for cost center, otherwise False. |
| Expense.Type.<Attribute> | Returns True if the time account has been activated for the cost center, otherwise False. |
| Title | Returns the name of the expense type. |
| DefaultAllocationType. | Returns information on the default allocation type for the used expense type in connection with the AllocationTypeExpression. |
Knowledge Base
| Expression | Description |
|---|---|
| Language-independent | |
| KB.Article.<Attribute> | Returns information on a KB article in connection with the attribute. |
| ID | Returns the ID of the KB article. |
| CreatedDate | Returns the creation date of the article. |
| ChangedDate | Returns the date of change of the article. |
| RevisedDate | Returns the revision date of the article. |
| Creator.<UserExpression> | Returns the full name of the creator of the article. Additionally, all user expressions can be used. |
| Modifier.<UserExpression> | Returns the full name of the user who has modified the article last. Additionally, all user expressions can be used. |
| Revisor.<UserExpression> | Returns the full name of the user who revised the article. |
| KnowledgeOwner.<UserExpression> | Returns the knowledge owner of the article. Additionally, all user expressions can be used. |
| KnowledgeOwnerGroup. <GroupExpression> | Returns the group the knowledge owner is a member of. Additionally, all group expressions can be used. |
| Owner | Returns the owner (knowledge owner) of a KB article as an object. |
| RatingCount | Returns the number of ratings for this KB article. |
| RatingAverage | Returns the average rating of the KB article. |
| VisitsCount | Returns the number of persons who already viewed the article. |
| ValidStartDate | Returns the start date of the period of validity. |
| ValidEndDate | Returns the end date of the period of validity. |
| Inherit | Returns whether the article is visible in sub-categories as well. |
| ReviewDate | Returns the date of resubmission of the article. |
| Url | Returns the direct URL of the article. |
| KB.Article.Categories. | Returns a comma separated list of all ObjectGUIDs of KB categories an article is in. |
| KB.Stage.Url | Returns the direct URL to the Knowledge Base. |
| Language-dependent | |
| KB.Article.<Attribute> | Returns language-dependent information on a KB article in connection with the attributes below. |
| Details.Title!<Language> | Returns the title of the article. (<Language> = the language code of the desired language (EN = English) or All for all published languages) Example: - KB.Article.Details.Title!EN - KB.Article.Details.Title!EN,FR - KB.Article.Details.Title!All |
| Details.Keywords!<Language> | Returns keywords of the article. (<Language>: See Title) |
| Details.ContentHTML!<Language> | Returns the content of the article. (<Language>: See Title) |
| KB.Article.Categories.Names | Returns all localized names of KB categories containing the article. The categories are separated as follows: " | " (space pipe space). |
Messages
| Expression | Description |
|---|---|
| Message.Attachments.<Attribute> | Returns information on file attachments of messages in connection with the attribute. |
| Count | Returns the number of file attachments. |
| Names | Returns a comma separated list of the names of the file attachments. |
| Size | Returns the total size of file attachments in Byte. |
| Message.Body.Plain5 | Returns the message text of a previous message in plaintext format. |
| Message.Body.Html6 | Returns the message text of a previous message in HTML format. |
| Message.CreatedDateTime | Returns the localized date (and time), on which the e-mail has been processed by the system. |
| Message.Priority.Name | Returns the priority the initial message has been sent with. |
| Message.SendDateTime | Returns the localized date (and time) the message initially has been sent at. |
| Message.Sender | Returns the sender of the initial message. |
| Message.Subject7 | Returns the subject of the previous message. |
Tasks
| Expression | Description |
|---|---|
| Task.Changed | Returns the date and time of the last change. |
| Task.ClientObjectGuid | Returns the unique ID of the client the task has been created in. |
| Task.Closed | Returns the date and time of closing the task (NULL, if it has not been closed yet). |
| Task.Comments.<Attribute> | Returns information on task comments in connection with the attribute. Date/time information on comments is specified in the local time. |
| All!Text | Returns all comments of the task including user and date/time. |
| Count | Returns the total number of comments of the task. |
| Last!CreatedDateTime | Returns the creation time of the last comment. |
| Last!Text | Returns the text of the last comment. |
| Last!User.<UserExpression> | Returns the user who has created the last comment via a user expression. |
| Task.CommentsHtml.All!Text | Returns all comments in HTML format including user and date/time. Date/time information on comments is specified in the local time. |
| Task.CommentsHtml.Last!Text | Returns the text of the last comment in HTML format (without user and date/time). |
| Task.CommentsPlainText.All!Text | Returns all comments in plaintext format including user and date/time. Date/time information on comments is specified in the local time. |
| Task.CommentsPlainText.Last!Text | Returns the text of the last comment in plaintext format (without user and date/time). |
| Task.Created | Returns the date and time of the task’s creation. |
| Task.Creator.<UserExpression> | Returns the creator of the task via a user expression. |
| Task.DataId | Returns the unique ID of the task in the database. |
| Task.Description | Returns the description of the task. |
| Task.DueDate | Returns the end date of the task. |
| Task.Executor.<UserExpression> | Returns information on the current task executor via a user expression. |
Task.ExecutorGroup.<GroupExpression> | Returns information on the current task executor group via a user expression (NULL, if the task has been assigned to a user). |
Task.ExecutorRole. <RoleExpression> | Returns information on the current task executor process role via a role expression (only set, if the task has been created within a process schema). |
| Task.FullId | Returns the ID of the task as displayed on the interface (e.g. TSK 5). |
| Task.HasNonClosedSubTasks | Returns True, if there are no open subtasks; otherwise False. |
| Task.HasNonClosed | Returns True, if there are no open successor tickets for the task; otherwise False. |
| Task.HasSubTasks | Returns True, if the task contains further subtasks; otherwise False. |
| Task.HasSuccessorTickets | Returns True, if the task contains further successor tickets; otherwise False. |
Task.LverDefaultCostCenter | Returns the internal ID (database) of the default cost center of the task (can be NULL). |
| Task.LverDefaultProject | Returns the internal ID (database) of the default project of the task (can be NULL). |
| Task.LverDefaultsAreReadOnly | Returns True, if the Lver default values are read-only; otherwise False. |
| Task.ObjectGuid | Returns the internal ID (database) of the task (GUID). |
| Task.OlaTimeSpan | Returns the time span of the task’s OLA (can be NULL). |
| Task.ParentTask. | Returns the parent task, if there is one (for <TaskExpression>, all of the subexpressions in this list can be used, e.g. Task.ParentTask.Description). |
| Task.ParentTicket. | Returns the parent ticket of the task and solves the ticket expressions accordingly. Example: - Task.ParentTicket.Status.FriendlyName - Task.ParentTicket.Fields!<FieldName>.Text |
| Task.Start | Returns the starting time of the task. |
| Task.TaskAux.<Attribute> | Returns information on the elements linked to the task in connection with the following attributes. |
| AttachmentsCount | Returns the number of the task’s file attachments. |
| CommentsCount | Returns the number of the task’s comments. |
| ExpenseCount | Returns the number of the task’s booked expenses. |
| SubTasksCount | Returns the number of the subtasks. |
| TicketsCount | Returns the number of the task’s successor tickets. |
| Task.TaskFolder.<Attribute> | Returns information on task folders in connection with the attribute. |
| DataId | Returns the unique ID (database) of the task folder. |
| Description | Returns the description of the task folder. |
| ObjectGuid | Returns the unique ID (database) of the task folder (GUID). |
| ParentTaskFolder.<TaskFolderExpression> | Returns the parent task folder (for <TaskFolderexpression>, all of the listed TaskFolder subexpressions can be used, e.g. Task.TaskFolder.ParentTaskFolder.Description). |
| Title | Returns the name of the task folder. |
| Task.TaskLifeCycle.<LifecycleExpression> | Returns the used life cycle. |
| Task.TaskSchema. | Returns the used schema of a task. |
| Task.TaskStatus. | Returns the current status of the task. |
| Task.Title | Returns the title of a task. |
Task life cycles
| Expression | Description |
|---|---|
| TaskLifeCycle.<Attribute> | Returns information on task life cycles in connection with the attribute. |
| DataId | Returns the unique ID (database) of the life cycle used by the task. |
| Description | Returns the description of the life cycle. |
| FriendlyName | Returns the language-independent name of the life cycle. |
| StartTaskStatus.<StatusExpression> | Returns the configured start status of the life cycle. |
| StartWorkflow | Returns the GUID (ID in the database) of the workflow configured as a start workflow for the life cycle. |
Task schemas
| Expression | Description |
|---|---|
| TaskSchema.<Attribute> | Returns information on task schemas in connection with the attribute. |
| DataId | Returns the unique ID (database) of the task schema. |
| Description | Returns the description of the task schema. |
| FriendlyName | Returns the language-independent name of the schema. |
| LifeCycle.<LifecycleExpression> | Returns the life cycle used in the task schema. |
| Name | Returns the language-dependent name of the task schema. |
| ObjectGuid | Returns the unique ID (database) of the task schema (GUID). |
Task statuses
| Expression | Description |
|---|---|
| TaskStatus.<Attribute> | Returns information on task statuses in connection with the attribute. |
| DataId | Returns the unique ID (database) of the status. |
| FriendlyName | Returns the language-independent name of the status. |
| StatusTypeDataId | Returns the ID of the status type. |
| Visible | Returns True, if the status has been marked as visible; otherwise False. |
Tickets
| EXPRESSION | DESCRIPTION |
|---|---|
| Ticket.AffectedGroup.<GroupExpression> | Returns information on the affected group of a ticket via a group expression. |
| Ticket.AffectedUser.<UserExpression> | Returns information on the affected user of a ticket via a user expression. |
| Ticket.Attachments.<Attribute> | Returns information on file attachments in tickets. |
| Names.HTML | Returns a list of the attachment names in HTML format. |
| Names.PlainText | Returns a list of the attachment names in plaintext. |
| Count | Returns the number of the attachments of the ticket. |
| Ticket.CIs.<Attribute> | Returns information on CIs. |
| Count | Returns the number of the CIs linked to the ticket. |
| [<Index>].<CiExpression> | Access to the linked CI in the specified index. Value of the respective CI expression (replace <CiExpression> with one of the CIs’ expressions, e.g. Ticket.Cis[0].Affected.FirstName). |
| Ticket.Clones.Count | Returns the number of the ticket’s clones. |
| Ticket.Clones[#] | Returns information on the tickets cloned from the origin ticket in connection with the attribute. The specification [#] enables access to individual locations of an array, if such an array is returned; [0] for the first entry. A ticket schema FriendlyName can be entered instead of <Schema> in order to return only successor tickets based on it. Every ticket expression is permitted as an attribute as well. |
| ObjectGuid | Returns the ObjectGUID of a parent ticket. In doing so, an array is returned. |
| Ticket# | Returns the ticket number of the parent ticket. |
| Ticket.Comments.<Attribute> | Returns information on ticket comments in connection with the attributes below. Date and time information of the comments is specified in the local time. |
| All!Text | Returns all comments formatted as saved. |
| Count | Returns the number of comments to the ticket. |
| Last!CreatedDateTime | Returns the creation date of the last comment. |
| Last!Text | Returns the last comment formatted as saved. |
| Last!User.<UserExpression> | Returns information on the last user that has entered a comment. User expression can be used for retrieving information on the user. |
| Ticket.CommentsHtml. | Returns all comments formatted as HTML (line breaks are replaced with <br>). Date and time information of the comments is specified in the local time. |
| Ticket.CommentsHtml. | Returns the last comment formatted as HTML (line breaks are replaced with <br>). |
| Ticket.CommentsPlainText. | Returns all comments formatted as plaintext. |
| Ticket.CommentsPlainText. | Returns the last comment formatted as plaintext. |
| Ticket.CompletionDateTime | Returns the completion date of the ticket. |
| Ticket.Correspondence.Count | Returns the number of correspondences linked to this ticket. |
| Ticket.CreatedDateTime. | Returns information on the creation date of the ticket in connection with the attributes below. |
| ['<format>'] | Returns the creation time (formatted). |
| UTC['<format>'] | Returns the creation time in UTC (formatted), e.g. ['yyyy/MM/dd HH:mm:ss']. Additionally, all date formats supported by the .NET framework are supported here as well, e.g.: ['d']: 6/15/2017 ['D']: Sunday, June 15, 2017 ['f']: Sunday, June 15, 2017 9:15 PM ['F']: Sunday, June 15, 2017 9:15:07 PM ['g']: 6/15/2017 9:15 PM ['G']: 6/15/2017 9:15:07 PM ['m']: June 15 ['o']: 2017-06-15T21:15:07.0000000 ['R']: Sun, 15 Jun 2017 21:15:07 GMT ['s']: 2017-06-15T21:15:07 ['t']: 9:15 PM ['T']: 9:15:07 PM ['u']: 2017-06-15 21:15:07Z ['U']: Monday, June 16, 2017 4:15:07 AM ['y']: June, 2017 Some of these expressions depend on the regional settings. If they are used without relation to the user (e.g. in the workflow), the server settings are relevant. |
| DateDDMMYYYY | Returns the creation time in the format DD.MM.YYYY (e.g. 14.06.2017). |
| Ticket.CreationMethod | The creation method of a ticket. Possible return values and ticket creation from module:
|
| Mail2TicketAccount.Name | Returns the name of the Mail2Ticket account the ticket has been created with. If the ticket has not been created via Mail2Ticket, the expression returns "". |
| Ticket.Creator.<UserExpression> | Returns information on the ticket creator by using a user expression. |
| Ticket.CustomAttributes! | Possible return values: True and False. If True is returned, the ticket wizard has been closed by clicking the button Solve ticket directly. |
| Ticket.DefaultCostCenter. | Returns information on the default cost center specified in a ticket in connection with the attribute. |
| Title | Returns the name of a cost center. |
| Number | Returns the number of a cost center. |
| Ticket.DataId | Returns the ticket ID from the database (unique ID). |
| Ticket.DirectUrl.Activities | This expression returns a link as soon as there are pending workflow activities for a ticket. This link will then directly open the tab with the workflow actions of a ticket, so they can be performed. |
| Ticket.Escalations.<Attribute> | Returns information on escalations in connection with the attribute. In contrast to Ticket.PendingEscalations, information on already achieved or escalated escalations is returned as well. |
| Count | Returns the number of escalations. |
| Text | Returns information on the current escalation. |
| !<Eskalationsname>.Deadline | Returns the date and the time (localized) of the specified escalation. |
| Ticket.EstimatedTimeExpense | Returns the estimated time expense for a ticket (if set, otherwise NULL). |
| Ticket.Expenses.Count | Returns the number of expenses booked in a ticket. |
| Ticket.ExternalSolution.<Attribute> | Returns the external solution of the ticket in HTML format. |
| PlainText | Returns the external solution of the ticket as plaintext. |
| PlainText.Length | Returns the number of characters contained in the external solution. |
| Ticket.Fields!<Name>.<Attribute> | Returns information on ticket fields using the attributes below. (<Name> has to be replaced by the name of the ticket field; ticket fields containing umlauts, spaces, or hyphens are not supported here). |
| Text | Returns the text value of the respective ticket field formatted as saved. |
| Ci.<CiExpression> | Returns the value of the CI expression (replace <CiExpression> with an expression for the CIs, e.g. Ticket.Fields!CiList1. Ci.Affected.FirstName). This expression is only valid, if the ticket field has been configured as a CI list in the Ticket Wizard. |
| TextHTML | Text value of the respective ticket field formatted as HTML (line breaks are replaced with <br>; replace <Name> with the name of the ticket field). |
| TextPlain | Returns the text value of the respective ticket field formatted as plaintext (replace <Name> with the name of the ticket field). |
| Value | Returns the value of the respective ticket field. This value is only set for selection fields and for Multiple choice fields. |
| ['<format>'] | The expression returns a date along with the freely definable value. This is only applicable to date fields. |
| UTC['<format>'] | The expression, along with the freely definable value, returns a date in UTC. This is only applicable to date fields. |
| ValuePlain | Returns the value of the respective ticket field as plaintext. This is valid for the Multiple choice field as well. |
| ZonedDateTimeDDMMYY ZonedDateTimeDDMMYYHHMM ZonedDateTimeDDMMYYHHMMSS ZonedDateTimeDDMMYYYY ZonedDateTimeDDMMYYYYHHMM ZonedDateTimeDDMMYYYYHHMMSS | Returns ticket fields with date content in user-defined format. The requirement for using these expressions is the ticket field having the type DateTime. Via the expression ZonedDateTime, the date is converted from the universal to the correct time zone. |
| Ticket.Fields!<FieldName>. | This expression allows for accessing user information via a ticket field, if the fields contains data like the ObjectGUID, user browser path, login name, or an e-mail address. Via the user expression, this allows for accessing user information. |
| Ticket.Fields!<FieldName>.User. NewPassword | Via this expression, a new user password can be returned. This expression only returns a result, if the user has requested a new password. |
| Ticket.Fields!<FieldName>. | This expression allows for accessing group information via a ticket field, if the fields contains data like the ObjectGUID, user browser path, group name, or an e-mail address. Via the group expression, this allows for accessing group information. |
| Ticket.HasNonClosedSubTasks | Returns the value True, if the ticket contains further open subtasks; otherwise False. |
| Ticket.HasNonClosedSuccessorTickets | If successor tickets are still open, the value False is returned, otherwise (no successor tickets or all successor tickets are closed) the value True. |
| Ticket.HasOpenSubTasks | Returns the value False, if the ticket contains further open subtasks; otherwise True. |
| Ticket.HasOpenSuccessors | If successor tickets are still open, the value True is returned, otherwise (no successor tickets or all successor tickets are closed) the value False. |
| Ticket.HasParent | Checks whether the current ticket has a parent ticket. True if yes, False if no. |
| Ticket.HasSubTasks | Returns the value True, if the ticket contains subtasks; otherwise False. |
| Ticket.IdNumber | Returns the ticket’s number without the static prefix (e.g. 0009 instead of CR_0009). |
| Ticket.InternalSolution.<Attribute> | Returns the internal solution of the ticket formatted as HTML whenever no attribute is specified. |
| PlainText | Returns the internal solution of the ticket formatted as plaintext. |
| Ticket.KB.Count | Returns the number of KB articles linked to this ticket. |
| Ticket.Linked[#]["<Schema>"]. | Returns information on linked tickets in connection with the attribute. The specification [#] enables access to individual locations of an array if such an array is returned; [0] for the first entry. A ticket schema FriendlyName can be entered instead of <Schema> in order to return only successor tickets based on it. Every ticket expression is permitted as an attribute as well. |
| ObjectGuid | Returns the ObjectGUID of a parent ticket. In doing so, an array is returned. |
| Ticket# | Returns the ticket number of the parent ticket. |
| Ticket.Mails.Count | Returns the number of messages contained in this ticket. |
| Ticket.MessageTag | Returns the specific expression to identify the ticket distinctly. |
| Ticket.ObjectGuid | Returns the GUID of the ticket from the database (unique GUID of the ticket). |
| Ticket.Owner.Group. | Returns the owner group of the ticket. It is additionally possible to retrieve further information on the group via group expressions. |
| Ticket.OriginalMessage.<Attribute> | Returns information on the original message (the first incoming e-mail to a ticket), including ticket images, in connection with the attribute. All parts available for message expressions can be used here as well, e.g.:
Warning: These expressions can only be used with tickets generated via Mail2Ticket. It is advisable to check in advance whether the ticket actually is such a ticket. |
| Ticket.Owner.User. | Returns information on the owner (user) of a ticket. If this value equals NULL, the owner of the ticket is currently a group; if not, it is a user. Additionally, user expressions can be entered in order to retrieve further information on the owner. |
| Ticket.Parent.<Attribute> | Returns a possible parent ticket and allows access to it. Otherwise, NULL is returned. Additionally, the following attributes are available. |
| Clones.Count | Returns the number of clones of the parent ticket. |
| Ticket.Parents[#]["<Schema>"].<Attribute> | Returns information on parent ticket(s) in connection with the attribute. The specification [#] enables access to individual locations of an array, if such an array is returned; [0] for the first entry. A ticket schema FriendlyName can be entered instead of <Schema> in order to return only successor tickets based on it. Every ticket expression is permitted as attribute as well. |
| ObjectGuid | Returns the ObjectGUID of a parent ticket. In doing so, an array is returned. |
| Ticket# | Returns the ticket number of the parent ticket. |
| Ticket.PendingEscalations.<Attribute> | Returns information on pending escalations in connection with the attribute. |
| Count | Returns the number of escalations. |
| Text | Returns information on the current escalation. |
| !<Eskalationsname>.Deadline | Returns the date and the time (localized) of the specified escalation. |
| Ticket.Priority.<Attribute> | Returns information on ticket priorities using the following attributes: |
| Description | Returns the description of the priority. |
| EscalationTimes.Count | Returns the number of escalation times for the current ticket. |
| EscalationTimes.Text | Returns the escalation times of the current ticket, including the escalation time name and the configured escalation time. |
| FriendlyName | Returns the name of the priority of the ticket (language-independent). |
| IsCritical | Denotes whether the priority of the ticket is marked as critical. |
| Name | Returns the name of the priority. |
| Ticket.Responsible.User. <UserExpression> | Returns information on the responsible user. General user expressions can be used here. |
| Ticket.Responsible.Group. <GroupExpression> | Returns information on the responsible group. General group expressions can be used here. |
| Ticket.Scheme.FriendlyName | For one activated language: name of the ticket schema For multiple activated languages: unique name of the ticket schema without localization |
| Ticket.Service.<Attribute> | Returns information on the services used in the service portfolio in connection with an attribute. For these expressions, it is required to check whether a ticket has been created via the Service Portfolio. |
| Manager.<Attribute> | Returns information on the Service Manager group in connection with the attributes. |
| Manager.Group.<GroupExpression> | Returns the Service Manager group. All general group expressions can be used in order to retrieve further information. |
| HasServiceCi | Returns a Boolean value. True if the superordinate service of the service transaction the ticket has been created in owns a service CI, otherwise False. |
| ServiceCi.<Attribute> | Returns information on the service CI of the superordinate service of the service transaction the ticket has been created in. All expressions for CIs can be used as attributes. |
| Ticket.Scheme.ProcessRoles! <FriendlyName>.DefaultGroup. <GroupExpression> | Returns the desired default process role from a process schema along with its properties. <FriendlyName> is to be replaced with the name of the process role. The <GroupExpression> can be replaced with the available attributes of the group. |
| Ticket.ServiceTransaction.ProcessRoles! <FriendlyName>.Group. <GroupExpression> | Returns the desired process role along with its properties. <FriendlyName> is to be replaced with the name of the process role. The <GroupExpression> can be replaced with the available attributes of the group. |
| Ticket.StartDateTime | This expression returns the start time of a ticket. |
| Ticket.StateObjectGuid | Returns a unique ID (in all databases) of the current ticket status. |
| Ticket.Status.<Attribute> | Returns information on the current ticket status only in connection with the attributes listed below. |
| FriendlyName | Returns the FriendlyName of the current ticket status (language-independent). |
| Name | Returns the language-dependent name of the current ticket status. |
| Ticket.Successors.<Attribute> | Returns information on successor tickets in connection with the attributes listed below. |
| Count | Returns the number of successor tickets. |
| [<Index>] | Access to the successor ticket at the specified index (the index starts at 0). Example: Ticket.Successors1 |
| [<Index>].ObjectGuid | Access to the ObjectGUID of the successor ticket at the specified index (the index starts with 0). Example: Ticket.Successors1.ObjectGuid |
| Ticket.Successors[#]["<Schema>"]. <Attribute> | Returns information on successor tickets in connection with the attribute. The specification [#] enables access to individual locations of an array, if such an array is returned; [0] for the first entry. A ticket schema FriendlyName can be entered instead of <Schema> in order to return only successor tickets based on it. Every ticket expression is permitted as an attribute as well. |
| ObjectGuid | Returns the ObjectGUID of a successor ticket. |
| Ticket# | Returns the ticket number of the successor ticket. |
| Ticket.Ticket# | Returns the ticket number. |
| Ticket.Title | Returns the title field of the ticket. |
| Ticket.Url.<Attribute> | Returns the direct URL to the ticket. Additionally, an attribute can be entered here. The following values can be used as attributes to set the URL's focus to the respective tab: Details Fields UploadFiles Actions History Comments Solution Expenses Overview Todos |
| Ticket.UrlQueryString | Returns the query string for the URL access of the respective ticket (i.e. everything after ? without the actual address to the site). |
Workflow items
The following expressions are available for workflow items. However, they can only be used in workflows. These expressions are not case sensitive.
| Expression | Description |
|---|---|
| WorkflowItem.AffectedGroup.<group expression> | Returns information on the affected group. All general group expressions can be used here. |
| WorkflowItem. | Returns the ObjectGUID of the affected group of the workflow item. |
| WorkflowItem.AffectedUser.<user expression> | Returns information on the affected user. All general user expressions can be used here. |
| WorkflowItem. | Returns the ObjectGUID of the affected user of the workflow item. |
| WorkflowItem.ClientObjectGuid | Returns the unique ID of the client this workflow item has been created in. |
| WorkflowItem.ConnectorObjectGuid | Returns the ObjectGUID of the connector. |
| WorkflowItem.CreatorUser. <user expression> | Returns information on the creator. All general user expressions can be used here. |
| WorkflowItem. | Returns the ObjectGUID of the creator of the workflow item. |
| WorkflowItem.Current.User. <user expression> | Returns any information about the user who created the workflow item, an activity plug-in, or an event workflow. |
| WorkflowItem. | Returns the ObjectGUID of the user who created the workflow item, triggered an activity plug-in, or an event workflow. |
| WorkflowItem.DataId | Returns the data ID of the workflow item. |
| WorkflowItem.Fields!<FieldName> | This expression returns the content of the data field. |
| WorkflowItem.IdDescriptive | Returns the descriptive ID of a workflow item. For a ticket: CR_00367, for example. |
| WorkflowItem.IdUniqueForType | Returns the unique ID for the type of the workflow item. |
| WorkflowItem.IsCompleted | Returns whether a workflow item has been completed (Boolean). |
| WorkflowItem.IsErroneous | Returns whether the item has an error (Boolean). |
| WorkflowItem.IsSuspended | Returns whether the item has been suspended (Boolean). |
| WorkflowItem.IsWaitingForJoin | Returns whether the item is waiting for a join (Boolean). |
| WorkflowItem.LastActionInput | Returns the input of the last action. |
| WorkflowItem.LastActionResult | Returns the result of the last action. |
| WorkflowItem.LastException | Returns the last error of the workflow item. |
| WorkflowItem.ObjectType | Returns the ObjectType of the workflow item (ticket, KB article, etc.). |
| WorkflowItem.Owner.Group.<Attribute> | Returns information on the owner group. All expressions for the owner group can be used as an attribute here. |
| WorkflowItem. | Returns the ObjectGUID of the owner group of the workflow item. |
| WorkflowItem.Owner.User.<Attribute> | Returns information on the owner. All expressions for the owner can be used as an attribute here. |
| WorkflowItem. | Returns the ObjectGUID of the owner of the workflow item. |
| WorkflowItem.PluginObjectGuid | Returns the ObjectGUID of the plug-in the workflow item is currently in. |
| WorkflowItem. | Returns the ObjectGUID of the previous connector. |
| WorkflowItem. | Returns the ObjectGUID of the plug-in the workflow item has been in previously. |
| WorkflowItem. | Returns the ObjectGUID of the workflow the workflow item has been in previously. |
| WorkflowItem. | Returns the data ID of the process schema the workflow item has been created with. |
| WorkflowItem. | Returns the date, until which a workflow item has been suspended. |
| WorkflowItem. | Returns the ObjectGUID of the current workflow of the workflow item. |
Dispatching rules
| Expression | Description |
|---|---|
| Rule.Execute["FriendlyName"]["Parameter name"] | Represents an expression for executing a dispatching rule. The FriendlyName of the rule to be executed and the Parameter name from which the result is to come are passed as parameters. The expression works for rules that use context objects of type Ticket and Message. |
Example:: Delimitation of Date/Time
In order to query whether a ticket has been created between 07:00 and 18:00 the following expression can be used:
Ticket.CreatedDateTime[‚HH.MM‘] > "07.00" &&
Ticket.CreatedDateTime[‚HH.MM‘] < "18.00"
This expression queries, whether the ticket has been created *after* 07:00 and *before* 18:00. Thus a switch in the workflow can be controlled.
Example:: Solve Ticket Directly
The workflow provides an option to query whether the Ticket Wizard has been completed via the button Solve directly:
Ticket.CustomAttributes!
IsDirectSolve.Value = "True"
The expression above checks whether the Ticket Wizard has been completed with the button Solve directly. In this case, the whole expression returns True.
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