The emails sent out during a case are set up in your case configuration, see Emails and Notifications. The emails themselves are generated from templates which include tokens so they can be customised.
Tokens starting
Case Tokens
Case Type
These tokens hold information about the case type and are set in the case starting form. They are not necessarily populated.
| Token | Description |
|---|---|
| form_CASEMANAGER | Optional override to dynamically set the case manager user group, eg "CM-FEEDBACK-MANAGER-HOUSING" |
| form_CASESUBTYPE | Optional additional text for case sub type, eg "Housing"" |
| form_CASESTAGE | System code for the starting case stage, eg 'stage1', normally not present |
| form_CASETYPE | System code for case type, eg "complaint" |
| form_LANGUAGE | Two letter language code used for form and display selection, eg "EN" |
| form_SERVICEREQUESTTEXT | The static card title in User Requests, eg "Complaint" and the dynamic service request visible in Self-Service. |
| form_VERSION | System code for form and end point versioning, eg "v1" |
User Details
These tokens hold the names and contact details of the person who filled out the starting form and may be used in the Case Details staff form.
| Token | Description |
|---|---|
| form_ADDRESSTEXT | Postal address as entered on initial form, eg "1 Road, Town. AB1 2CD" |
| form_EMAILADDRESS | Email as entered on initial form, eg "smith@gossinteractive.com" |
| form_NAME | Applicant's name as entered on initial form, eg "Mr Smith" |
| form_ONBEHALFOFEMAILADDRESS | Applicant's email when initial form completed by someone else |
| form_ONBEHALFOFEMAILPHONENUMBER | Applicant's phone number when initial form completed by someone else |
| form_ONBEHALFOFNAME | Applicant's name when initial form completed by someone else |
| form_PHONENUMBER | Phone number as entered on initial form, eg "0123 456789" |
In Progress Cases
These tokens hold information about a specific case instance.
| Token | Description |
|---|---|
| form_APPDATESTR | The appointment date as a string, eg "16/04/2019 12:54" |
| form_APPDEPTNAME | The department name for appointments, eg "Waste Services" |
| form_ASSIGNNOTES | The notes added when the case was reassigned |
| form_ASSIGNREASON | The reason for case reassignment |
| form_BUSINESSKEY | Business key for the case, eg "1234-5678-9012-3456" |
| form_CASECLOSENOTES | Notes added when the case was closed |
| form_CASECLOSEREASON | The reason for the case closure |
| form_CASEREMINDERDATE | The current reminder date, ISO format, eg "2019-04-16T12:54:00.702Z" |
| form_CASEREMINDERSTR | The current reminder date as a string, eg "16/04/2019 12:54" |
| form_CASESUBTITLE | Subtitle displayed in User Requests underneath the main description |
| form_CASETARGETDATE | The current target date, ISO format, eg "2019-04-16T12:54:00.702Z" |
| form_CASETARGETSTR | The current target date as a string, eg "16/04/2019 12:54" |
| form_CASETYPENAME | Display name for the case type |
| form_CASETYPEDESC | Tokenised display name for the case type, defaulting to the regular version |
| form_CASESUBTYPENAME | Display name for the case subtype |
| form_CASESUBTYPEDESC | Tokenised display name for the case subtype, defaulting to the regular version |
| form_CASESTAGENAME | Display name for the case stage |
| form_CASESTAGEDESC | Tokenised display name for the case stage, defaulting to the regular version |
| form_CLOSEDATE | Date case closed, ISO format, eg "2019-03-19T14:22:17.447Z" |
| form_ESCALATIONNOTES | Notes added when the case was escalated |
| form_ESCALATIONREASON | The reason for the escalation |
| form_INITCASESTAGE | Case stage as at beginning of case |
| form_INITCASESUBTYPE | Case subtype as at beginning of case |
| form_INITCASETYPE | System code for case type as at beginning of case |
| form_QUESTION | Used in the email to staff after a question has been answered - the original question |
| form_RESPONSE | Used in the email to staff after a question has been answered - the response |
| form_STARTDATE | Date case started, ISO format, eg "2019-03-19T12:54:00Z" |
| form_STATUS | Brief case status, eg "New", "Open", "Closed" |
| form_UPDATENOTES | Used in the email to staff after a user adds an update to their case (via case history) - the text of the update |
Task Tokens
These tokens can be used in the emails sent when tasks are created for other users. These tokens may not always be populated.
| Token | Description |
|---|---|
| form_CASEBUSINESSKEY | Business key for the parent case |
| form_STATUS | Task status, eg "New", "Open", "Closed", "Cancelled" |
| form_TASKBUSINESSKEY | Business key for the task |
| form_TASKCANCELNOTES | Notes entered when a task is cancelled |
| form_TASKDETAILS | More info about task (can be entered by the case manager) |
| form_TASKGROUP | Group name assigned to task |
| form_TASKNAME | The name of the task |
| form_TASKSUMMARY | Brief summary used for self-service (can be entered by the case manager) |
| form_TASKTARGETSTR | The task target date/time in string format |
| form_TASKTYPE | System code for task |
| form_TASKUSER | User name assigned to task |
System Tokens
These dynamic tokens are only available when sending emails and are not normally available to use in forms.
| Token | Description |
|---|---|
| email_ACTIONCHECK | Verification for anonymous authentication (use after email_ACTIONSINGLE) |
| email_ACTIONREQUEST | Query string for performing user requests action, eg "?taskid=" + taskId |
| email_ACTIONSERVICE | Query string for performing self-service action, eg "?action=performtask&taskid=" + taskId |
| email_ACTIONSINGLE | Query string for performing single (anon) action with case, eg "?bk=9004-4763-9236-6283" |
| email_ACTIONTASK | Query string for performing task item action, eg "?bk=9004-4763-9236-6283" |
| email_ACTIONVIEW | Query string for viewing item (auth), "?view=9004-4763-9236-6283" |
| email_ANONLINK | URL path (article ID or friendly URL) for anonymous-view user form. The value is ultimately set in your Environment Configuration |
| email_ANONROOT | Root of URL for anonymous subsite (normally same as email_CITIZENLINK) The value is ultimately set in your Environment Configuration |
| email_ASSIGNGROUPFULL | Currently assigned case management display group name |
| email_ASSIGNGROUPNAME | Currently assigned case management system group name |
| email_ASSIGNREASONDESC | Reason for case assignment |
| email_ASSIGNREASONGROUP | Optional category group for assignment reason |
| email_ASSIGNSTART | Date and time when latest assignment started, eg "16/02/2019 09:55" |
| email_ASSIGNSTART_DATE | Date when latest assignment started, eg "16/02/2019" |
| email_ASSIGNSTART_TIME | Time when latest assignment started, eg "09:55" |
| email_ASSIGNUSERFULL | Currently assigned case manager's display name |
| email_ASSIGNUSERNAME | Currently assigned case manager's system username |
| email_CASEBUSINESSKEY | Business key for the case, as provided by endpoint call |
| email_CASEHISTORY | History labelA, eg "Case Management - Feedback" |
| email_CASENAME | Case type name (with subtype if used), eg "Feedback - Rehousing" |
| email_CASESTART | Date and time when case started, eg "14/02/2019 09:54" |
| email_CASESTART_DATE | Date when case started, eg "14/02/2019" |
| email_CASESTART_TIME | Time when case started, eg "09:54" |
| email_CITIZENLINK | URL path (article ID or friendly URL) for site User Requests article. The value is ultimately set in your Environment Configuration |
| email_CITIZENROOT | Root of URL for public subsite. The value is ultimately set in your Environment Configuration |
| email_ENQUIRYLINK | URL path (article ID or friendly URL) for staff enquiry form. The value is ultimately set in your Environment Configuration |
| email_ENQUIRYROOT | Root of URL for general staff subsite (normally same as staff root). The value is ultimately set in your Environment Configuration |
| email_NUMBEROFTASKSCOUNT | The number of tasks in the task list |
| email_NUMBEROFTASKSDONE | The number of tasks done so far |
| email_NUMBEROFTASKSTODO | The number of remaining tasks to do before case can be closed |
| email_PROCESSKEY | Process definition key |
| email_STAFFLINK | URL path (article ID or friendly URL) for staff Self Service article. The value is ultimately set in your Environment Configuration |
| email_STAFFROOT | Root of URL for case manager staff subsite. The value is ultimately set in your Environment Configuration |
| email_TASKBUSINESSKEY | Business key for the task, as provided by endpoint call |
| email_TASKDESC | Description for workflow task, eg "Feedback - Rehousing for Mr Smith for review" |
| email_TASKID | Actual task process ID, eg "5916020" |
| email_TASKNAME | Workflow task name for generating user links, eg "Case Details" |
| email_TASKSTART | Date and time when task started, eg "15/02/2019 09:52" |
| email_TASKSTART_DATE | Date when task started, eg "15/02/2019" |
| email_TASKSTART_TIME | Time when task started, eg "09:52" |
| email_TEMPLATEBODY | Body text of email from another template, used in wrapper |
| email_TEMPLATESUBJECT | Subject of email from another template, used in wrapper |
Last modified on 21 April 2023
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