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Knowledge Base - Fields used in parsed forms

Several places within Freestyle Support Portal there is the option to create custom templates and layouts. At the moment there are 2 separate sets of variables being used within the system. Below are the variables used, and where they are used. We will be combining the 2 separate systems into a combined one within an update to the component shortly. Eventually, all system within support portal that support the parsing of templates etc will use the more advanced 'Type 2' style.

Type 1

Used for:

  • EMail Tempaltes
  • Form Based Canned Replies
Values that can be used:
  • {ticket_id}: Ticket record id. Used if you wish to create custom links to the ticket.
  • {subject}: Ticket message subject
  • {body}: Message body
  • {reference}: Ticket reference number
  • {password}: Ticket password if an unregistered user creating ticket
  • {user_name}: Users full name
  • {user_username}: Users username. This is Unregistered if an unregistered user is creating the ticket
  • {user_email}: Users email address
  • {handler_name}: Ticket handlers fullname
  • {handler_username}: Ticket handlers username
  • {handler_email}: Ticket handlers email
  • {status}: Ticket status
  • {priority}: Ticket priority
  • {category}: Category
  • {department}: Department
  • {product}: Product name
  • {websitetitle}: The name of your website (specified in the Joomla config, or in the Freestyle Settings)
  • {custom_1}: Custom field with the ID or 1
  • {custom_X}: Custom field, replace X with the id of the field
  • {custom_AAAAAA}: Custom field, where AAAAAA is the alias of the custom field, eg, {custom_fish} to display field with alias fish
  • {product_desc}: Product description
  • {department_desc}: Department description

Type 2

Used for:

  • Normal Canned Replies
  • Support Ticket Listing template, for both user and admin views.
  • Custom format ticket subjects

This mode has slightly different variables depending on if it is being used for a user facing view, or a handler facing view.

Admin Values
  • {ref}: Ticket reference
  • {status}: Status (coloured span)
  • {status_text}: Status (Text only)
  • {status_color}: Status Color
  • {name}: Users name
  • {lastactivity}*: Last activity date and time on ticket
  • {opened}*: Date and time ticket was opened
  • {closed}*: Date and time ticket was closed
  • {department}: Department
  • {category}: Category
  • {product}: Product name
  • {priority}: Priority
  • {priority_text}: Priority (Text only)
  • {priority_color}: Priority Color
  • {time_taken}: Time taken on the ticket including icon
  • {groups}: Users ticket groups, comma separated
  • {custom_AAAAAA}*: Custom field, where AAAAAA is the alias of the custom field, eg, {custom_fish} to display field with alias fish
  • {custom_X}*: Custom field, where X is the ID of the custom field, eg, {custom_5} to display field with ID 5 (value only)
  • {custom_X_name}*: Custom field name, where X is the ID of the custom field, eg, {custom_5_name} to display the name of field with ID 5
  • {custom}*: All custom fields set to display in list, comma separated
  • {handlername}: Handlers name
  • {username}: Users username
  • {email}: Users email
  • {handlerusername}: Handlers username
  • {handleremail}: Handlers email
  • {last_poster}: Last posters name
  • {last_poster_username}: Last posters username
  • {link}: URL for link to ticket details
  • {subject}: Ticket subject including link to ticket details. Includes {checkbox}
  • {subject_text}: Ticket subject (text only)
  • {checkbox}: Checkbox for batch actions. Must be included for batch actions to function
  • {lock}: Ticket locked by another user icon
  • {tags}: Tags icon with tooltip containing tag list for ticket
  • {attach}: Attachments icon with tooltip containing attachment list for ticket
  • {msgcount_total}: Number of messages for the ticket
  • {msgcount_user}: Number of messages by the user for the ticket
  • {msgcount_handler}: Number of messages by the handler for the ticket
  • {msgcount_private}: Number of messages by the private for the ticket
  • {deletebutton}: Button for deleting ticket
  • {archivebutton}: Button for archiving ticket
  • {handler_tag}: Ticket handlers name and color highlight
  • {trhl}*: Put this within each <tr> tag used. Sets up the mouse over and a few other things. Example <tr {trhl}><td>{name}</td></td>
  • {class}: This needs to be added to the class tag of any table row
  • {candelete}: If the can delete setting is set
  • {hidehandler}: If the ticket handler should be hidden
  • {view}: Current view. Values are: 'open', 'followup', 'waiting', 'allopen', 'closed', 'archive'. This is used to customize the ticket list based on what view is selected.
  • {hidehandler}: If the hide ticket handler settings is set
  • {multiuser}: If the hide ticket has multiple users
User Values
  • {ref}: Ticket reference
  • {status}: Status (coloured span)
  • {status_text}: Status (Text only)
  • {status_color}: Status Color
  • {name}: Users name
  • {lastactivity}*: Last activity date and time on ticket
  • {opened}*: Date and time ticket was opened
  • {closed}*: Date and time ticket was closed
  • {department}: Department
  • {category}: Category
  • {product}: Product name
  • {priority}: Priority
  • {priority_text}: Priority (Text only)
  • {priority_color}: Priority Color
  • {time_taken}: Time taken on the ticket including icon
  • {groups}: Users ticket groups, comma separated
  • {custom_AAAAAA}*: Custom field, where AAAAAA is the alias of the custom field, eg, {custom_fish} to display field with alias fish
  • {custom_X}*: Custom field, where X is the ID of the custom field, eg, {custom_5} to display field with ID 5 (value only)
  • {custom_X_name}*: Custom field name, where X is the ID of the custom field, eg, {custom_5_name} to display the name of field with ID 5
  • {custom}*: All custom fields set to display in list, comma separated
  • {handlername}: Handlers name
  • {username}: Users username
  • {email}: Users email
  • {handlerusername}: Handlers username
  • {handleremail}: Handlers email
  • {last_poster}: Last posters name
  • {last_poster_username}: Last posters username
  • {link}: URL for link to ticket details
  • {subject}: Ticket subject including link to ticket details
  • {subject_text}: Ticket subject (text only)
  • {trhl}*: Put this within each <tr> tag used. Sets up the mouse over and a few other things. Example <tr {trhl}><td>{name}</td></td>
  • {class}: This needs to be added to the class tag of any table row

Customizing the output

Both types of parsing support basic 'if' statement. The format is:

{if,field,value,operator}Output{endif}

You do not need to specify the operator, but can specify 'not' if required. If no value is specified, the output will be done if the field is blank.

Applies To

All Products

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Testimonials

This product does exactly what it says it does. Easy to install, use and administer. We discovered a very small issue when we were configuring the extension, submitted a ticket through their website (based on this product) and received not only a … read more
jbasketts @ 2013-04-13, 16:41
Brilliant solution, nice interface & excellent support. Not far from being the ultimate support portal solution (& very cheap too). Thanks. dps @ 2013-04-13, 16:42
Great product and great people to manage tickets !
The support is very professionnal, and the product is easy to use.

And this product is living, improvemenst and updates are here ! Aymeric @ 2011-07-29, 04:25
It's been a pleasure working with you fellas to provide the dutch translation. Thx for such a great extension Wim Vandekerckhove @ 2011-07-28, 20:17
Fantastic product. The ticketed support system has helped me manage support requests effectively for my site. We have moved our documentation to the KB system, and the ratings have started to highlight where our documentation requires improvement. … read more
williamsharry @ 2013-04-13, 16:43