The e-mail format used for sending a support case can be customized if required.. To do so, a file named Mail.template must be created in the application directory. An alternative path can be specified in IBI-helpMe Admin under Distribution > E-Mail content template path. The character encoding of the file must be set to UTF-8.

Placeholder

The contents of the file can be freely determined by the user. Placeholders are used to insert the information that has been determined, as well as the user entries. The format of the placeholders is as follows:

Input fields

Single Values

The placeholder is replaced with the content of the input field.

DescriptionPlaceholderComment
Input field content{%Input.input-field-id%}input-field-id is the ID of the input field whose content is to be inserted

All Values

The placeholder is replaced by a list of all input field contents including the ID as heading.

DescriptionPlaceholderCommentExample
List of all input field contents{%Input.FormularFields%}All relevant input fields are considered
[input-field-id-1]
Value1

[input-field-id-2]
Value2

[input-field-id-3]
Value3
List of all input field contents with excluded IDs{%Input.FormularFields!input-field-id-2|input-field-id-3%}All relevant input fields are considered. With exception of the specified IDs input-field-id-2 and input-field-id-3
[input-field-id-1]
Value1


Information to be transmitted

Single values

Local information

DescriptionPlaceholder

Operating system

{%Local.OS%}

Operating system

(32-bit or 64-bit)

{%Local.OsSystemType%}

Computer name

{%Local.Computername%}

Client name, if a connection via Remote Desktop exists.

{%Local.Clientname%}

User name

{%Local.Username%}

Session ID

{%Local.SessionID%}

Assigned IP addresses

{%Local.IP%}

Active Directory information

All readable ActiveDirectory attributes for the user and the computer can be supplied. The placeholder in this case is structured as follows:

  1. {%
  2. ActiveDirectory
  3. [point]
  4. Source: User (User) or computer (Computer)
  5. [point]
  6. Name of the attribute
  7. %}

Example

DescriptionPlaceholder

User's telephone number

{%ActiveDirectory.User.telephoneNumber%}

Computer's regional settings

{%ActiveDirectory.Computer.countryCode%}

All values

The placeholder is replaced by a list of all information to be transmitted that was specified in the IBI-helpMe Admin, including its ID as a heading.

Beschreibung

Platzhalter

Bemerkung

Beispiel

Llist of all information to be transmitted{%Local.SystemInformationEntries%}All previously defined information to be transmitted is taken into account

[Local.Os]
10.0.18363 Windows 10
 
[Local.OsSystemType]
64-bit
 
[ActiveDirectory.User.telephoneNumber]
00000

List of all information to be transmitted except individual IDs{%Local.SystemInformationEntries!Local.Os|ActiveDirectory.User.telephoneNumber%}All previously defined information to be transmitted is taken into account. With exception of the specified IDs Local.Os and
ActiveDirectory.User.telephoneNumber

[Local.OsSystemType]
64-bit

Content of a template

{%Input.description%}

---
{%Local.SystemInformationEntries%}

{%Input.FormularFields!description%}
<data>
	<description>{%Input.Description%}</description>
	<computername>{%Local.Computername%}</computername>
	<mail>{%ActiveDirectory.User.mail%}</mail>
</data>