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. Select Administration > Setup.
  2. In the Notifications pane, click Configure Notifications.
  3. On the Email Notifications or Internal Notifications tab, double-click a notification record.
  4. In the Subject or Body field, place the cursor in the position to place the text variable and click the Vertical Ellipses button.
  5. Select Text Variable Replacement.
  6. Select the text variable.
  7. Click Save.