Adding text variables to notifications

Notifications must be imported before they can be activated or edited.

See Importing preconfigured notifications.

A text variable is a placeholder that you can insert into the subject field or message field of a notification. The variable represents a value that is part of the case. For example, the Case Code field or the Resolution field. When you insert a text variable into the subject or message fields of a notification, the recipient of the notification sees the actual data from the case. For example, if a message field contained a text variable for a resolution, then the notification would pull the content from the Resolution field in the case and show it in the notification.

  1. Click Notifications.
  2. Double-click a notification.
  3. Place the cursor in the position where you want to place the text variable and click.
  4. Hover the cursor just outside the right side of the Subject field. A vertical ellipses is displayed.
  5. Click the vertical ellipses and select Text Variable Replacement.
  6. Select the text variable.
  7. Click Save.