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Supported Variable Data Points

Incident IQ (iiQ) allows dynamic insertion of variable data points into platform features. The universal format for all variable data points is:

{{Entity.DesiredDataPoint}}

Format Rules:

  • Use double brackets ({{ and }}) on either side, with no spaces between them.

  • Identify the entity first (Ticket, Asset, User, Location), then a period (.), and finally the exact data point to export.

Variable data points can be used in multiple places within the Incident IQ platform:

  • Email alerts via Rules Engine

  • Ticket Templates

  • Text Snippets

  • Subtasks

  • Comments and Shortcuts

Misc Variables

{{Now.Date}} - Insets Date of ticket submission, comment added, subtask creation, etc…

{{Now.Time}} - Insets time of ticket submission, comment added, subtask creation, etc…

Current User Variable Replacements

Refers to the user who is applying the variable.

This will not work for most automated workflows (like submitting tickets via templates) because the current user is "system service".

Domain

Copy & Paste

SiteName

{{CurrentUser.SiteName}}

IsActive

{{CurrentUser.IsActive}}

IsDeleted

{{CurrentUser.IsDeleted}}

IsOnline

{{CurrentUser.IsOnline}}

IsOnlineLastUpdated

{{CurrentUser.IsOnlineLastUpdated}}

CreatedDate

{{CurrentUser.CreatedDate}}

ModifiedDate

{{CurrentUser.ModifiedDate}}

FirstName

{{CurrentUser.FirstName}}

LastName

{{CurrentUser.LastName}}

FullName

{{CurrentUser.FullName}}

FullNameReversed

{{CurrentUser.FullNameReversed}}

Email

{{CurrentUser.Email}}

Phone

{{CurrentUser.Phone}}

Username

{{CurrentUser.Username}}

Options

{{CurrentUser.Options}}

SchoolIdNumber

{{CurrentUser.SchoolIdNumber}}

InternalComments

{{CurrentUser.InternalComments}}

AuthenticatedBy

{{CurrentUser.AuthenticatedBy}}

PreventProviderUpdates

{{CurrentUser.PreventProviderUpdates}}

HourlyRate

{{CurrentUser.HourlyRate}}

PasswordExpirationDate

{{CurrentUser.PasswordExpirationDate}}

Grade

{{CurrentUser.Grade}}

Homeroom

{{CurrentUser.Homeroom}}

PermissionPolicyOverrides

{{CurrentUser.PermissionPolicyOverrides}}

LocationName

{{CurrentUser.LocationName}}

LocationTypeName

{{CurrentUser.LocationTypeName}}

DepartmentName

{{CurrentUser.DepartmentName}}

EmploymentStatusName

{{CurrentUser.EmploymentStatusName}}

RoleName

{{CurrentUser.RoleName}}

RoleVisibility

{{CurrentUser.RoleVisibility}}

AccountSetupProgress

{{CurrentUser.AccountSetupProgress}}

IsEmailVerified

{{CurrentUser.IsEmailVerified}}

IsWelcomeEmailSent

{{CurrentUser.IsWelcomeEmailSent}}

IsOutOfOffice

{{CurrentUser.IsOutOfOffice}}

SearchText

{{CurrentUser.SearchText}}

User Variable Replacements

Domain

Copy & Paste

SiteName

{{User.SiteName}}

IsActive

{{User.IsActive}}

IsDeleted

{{User.IsDeleted}}

IsOnline

{{User.IsOnline}}

IsOnlineLastUpdated

{{User.IsOnlineLastUpdated}}

CreatedDate

{{User.CreatedDate}}

ModifiedDate

{{User.ModifiedDate}}

FirstName

{{User.FirstName}}

LastName

{{User.LastName}}

FullName

{{User.FullName}}

FullNameReversed

{{User.FullNameReversed}}

Email

{{User.Email}}

Phone

{{User.Phone}}

Username

{{User.Username}}

Options

{{User.Options}}

SchoolIdNumber

{{User.SchoolIdNumber}}

InternalComments

{{User.InternalComments}}

AuthenticatedBy

{{User.AuthenticatedBy}}

PreventProviderUpdates

{{User.PreventProviderUpdates}}

HourlyRate

{{User.HourlyRate}}

PasswordExpirationDate

{{User.PasswordExpirationDate}}

Grade

{{User.Grade}}

Homeroom

{{User.Homeroom}}

PermissionPolicyOverrides

{{User.PermissionPolicyOverrides}}

LocationName

{{User.LocationName}}

LocationTypeName

{{User.LocationTypeName}}

DepartmentName

{{User.DepartmentName}}

EmploymentStatusName

{{User.EmploymentStatusName}}

RoleName

{{User.RoleName}}

RoleVisibility

{{User.RoleVisibility}}

AccountSetupProgress

{{User.AccountSetupProgress}}

IsEmailVerified

{{User.IsEmailVerified}}

IsWelcomeEmailSent

{{User.IsWelcomeEmailSent}}

IsOutOfOffice

{{User.IsOutOfOffice}}

SearchText

{{User.SearchText}}

Ticket Variable Replacements

Domain

Copy & Paste

SiteName

{{Ticket.SiteName}}

IsDeleted

{{Ticket.IsDeleted}}

TicketNumber

{{Ticket.TicketNumber}}

TicketNumberSort

{{Ticket.TicketNumberSort}}

TicketCreatedDate

{{Ticket.TicketCreatedDate}}

TicketModifiedDate

{{Ticket.TicketModifiedDate}}

LastModifiedByUserDate

{{Ticket.LastModifiedByUserDate}}

TicketStartedDate

{{Ticket.TicketStartedDate}}

TicketClosedDate

{{Ticket.TicketClosedDate}}

TicketDueDate

{{Ticket.TicketDueDate}}

TicketSubject

{{Ticket.TicketSubject}}

TicketPriority

{{Ticket.TicketPriority}}

IsClosed

{{Ticket.IsClosed}}

HasSensitiveInformation

{{Ticket.HasSensitiveInformation}}

TicketIsUrgent

{{Ticket.TicketIsUrgent}}

AdditionalDetails

{{Ticket.AdditionalDetails}}

IsIssueConfirmed

{{Ticket.IsIssueConfirmed}}

IsCustomSubject

{{Ticket.IsCustomSubject}}

ParentTicketNumber

{{Ticket.ParentTicketNumber}}

SubtaskCount

{{Ticket.SubtaskCount}}

SubticketCount

{{Ticket.SubticketCount}}

SubtasksClosed

{{Ticket.SubtasksClosed}}

SubticketsClosed

{{Ticket.SubticketsClosed}}

SubtasksOpen

{{Ticket.SubtasksOpen}}

SubticketsOpen

{{Ticket.SubticketsOpen}}

HasAllOpenSubtasks

{{Ticket.HasAllOpenSubtasks}}

HasAllOpenSubtickets

{{Ticket.HasAllOpenSubtickets}}

HasAllResolvedSubtasks

{{Ticket.HasAllResolvedSubtasks}}

HasAllResolvedSubtickets

{{Ticket.HasAllResolvedSubtickets}}

IssueCategoryName

{{Ticket.IssueCategoryName}}

IssueTypeName

{{Ticket.IssueTypeName}}

IssueDescription

{{Ticket.IssueDescription}}

CloseReasonName

{{Ticket.CloseReasonName}}

WorkflowName

{{Ticket.WorkflowName}}

WorkflowStepName

{{Ticket.WorkflowStepName}}

TicketStatusName

{{Ticket.TicketStatusName}}

PreviousTicketStatusName

{{Ticket.PreviousTicketStatusName}}

IsRequestorInputNeeded

{{Ticket.IsRequestorInputNeeded}}

Ticket Owner (Requestor)

Domain

Copy & Paste

OwnerFirstName

{{Ticket.OwnerFirstName}}

OwnerLastName

{{Ticket.OwnerLastName}}

OwnerEmail

{{Ticket.OwnerEmail}}

OwnerUsername

{{Ticket.OwnerUsername}}

OwnerSchoolIdNumber

{{Ticket.OwnerSchoolIdNumber}}

OwnerPhone

{{Ticket.OwnerPhone}}

OwnerIsOnline

{{Ticket.OwnerIsOnline}}

Ticket For User (Requestor or On Behalf of)

Domain

Copy & Paste

ForFirstName

{{Ticket.ForFirstName}}

ForLastName

{{Ticket.ForLastName}}

ForName

{{Ticket.ForName}}

ForEmail

{{Ticket.ForEmail}}

ForUsername

{{Ticket.ForUsername}}

ForLocationName

{{Ticket.ForLocationName}}

ForSchoolIdNumber

{{Ticket.ForSchoolIdNumber}}

ForPhone

{{Ticket.ForPhone}}

ForIsOnline

{{Ticket.ForIsOnline}}

ForRoleName

{{Ticket.ForRoleName}}

ForGrade

{{Ticket.ForGrade}}

Ticket Assigned Agent

Domain

Copy & Paste

AssignedUserFirstName

{{Ticket.AssignedUserFirstName}}

AssignedUserLastName

{{Ticket.AssignedUserLastName}}

AssignedUserEmail

{{Ticket.AssignedUserEmail}}

AssignedUserPhone

{{Ticket.AssignedUserPhone}}

AssignedUserIsOnline

{{Ticket.AssignedUserIsOnline}}

AssignedUserSchoolIdNumber

{{Ticket.AssignedUserSchoolIdNumber}}

AssignedUserUsername

{{Ticket.AssignedUserUsername}}

AssignedTeamName

{{Ticket.AssignedTeamName}}

Ticket Closing User

Domain

Copy & Paste

ClosedUserFirstName

{{Ticket.ClosedUserFirstName}}

ClosedUserLastName

{{Ticket.ClosedUserLastName}}

ClosedUserEmail

{{Ticket.ClosedUserEmail}}

ClosedUserIsOnline

{{Ticket.ClosedUserIsOnline}}

ClosedUserSchoolIdNumber

{{Ticket.ClosedUserSchoolIdNumber}}

ClosedUserUsername

{{Ticket.ClosedUserUsername}}

Ticket Location

Domain

Copy & Paste

LocationName

{{Ticket.LocationName}}

LocationDetails

{{Ticket.LocationDetails}}

LocationAbbreviation

{{Ticket.LocationAbbreviation}}

LocationRoomName

{{Ticket.LocationRoomName}}

LocationRoomDescription

{{Ticket.LocationRoomDescription}}

LocationTypeName

{{Ticket.LocationTypeName}}

Asset Variable Replacements

Domain

Copy & Paste

SiteName

{{Asset.SiteName}}

IsDeleted

{{Asset.IsDeleted}}

AssetCreatedDate

{{Asset.AssetCreatedDate}}

AssetModifiedDate

{{Asset.AssetModifiedDate}}

ModifiedDate

{{Asset.ModifiedDate}}

SerialNumber

{{Asset.SerialNumber}}

AssetTag

{{Asset.AssetTag}}

Notes

{{Asset.Notes}}

CanOwnerManage

{{Asset.CanOwnerManage}}

IsFavorite

{{Asset.IsFavorite}}

PurchasedDate

{{Asset.PurchasedDate}}

DeployedDate

{{Asset.DeployedDate}}

RetiredDate

{{Asset.RetiredDate}}

PurchasePrice

{{Asset.PurchasePrice}}

WarrantyExpirationDate

{{Asset.WarrantyExpirationDate}}

LastInventoryDate

{{Asset.LastInventoryDate}}

WarrantyInfo

{{Asset.WarrantyInfo}}

PurchasePoNumber

{{Asset.PurchasePoNumber}}

InsuranceInfo

{{Asset.InsuranceInfo}}

InsuranceExpirationDate

{{Asset.InsuranceExpirationDate}}

InvoiceNumber

{{Asset.InvoiceNumber}}

Vendor

{{Asset.Vendor}}

AssetTypeName

{{Asset.AssetTypeName}}

AssetStatusTypeName

{{Asset.AssetStatusTypeName}}

AssetStatusIsRetired

{{Asset.AssetStatusIsRetired}}

FundingSourceTypeName

{{Asset.FundingSourceTypeName}}

ManufacturerName

{{Asset.ManufacturerName}}

ModelName

{{Asset.ModelName}}

ManufacturerModelName

{{Asset.ManufacturerModelName}}

ModelIcon

{{Asset.ModelIcon}}

CategoryName

{{Asset.CategoryName}}

CategoryIcon

{{Asset.CategoryIcon}}

ParentCategoryName

{{Asset.ParentCategoryName}}

ParentCategoryIcon

{{Asset.ParentCategoryIcon}}

Asset Location

Domain

Copy & Paste

LocationName

{{Asset.LocationName}}

LocationDetails

{{Asset.LocationDetails}}

LocationRoomName

{{Asset.LocationRoomName}}

LocationRoomDescription

{{Asset.LocationRoomDescription}}

LocationRoomNameSort

{{Asset.LocationRoomNameSort}}

LocationTypeName

{{Asset.LocationTypeName}}

Asset Owner

Domain

Copy & Paste

OwnerFirstName

{{Asset.OwnerFirstName}}

OwnerLastName

{{Asset.OwnerLastName}}

OwnerRoleName

{{Asset.OwnerRoleName}}

OwnerSchoolIdNumber

{{Asset.OwnerSchoolIdNumber}}

OwnerHomeroom

{{Asset.OwnerHomeroom}}

OwnerGrade

{{Asset.OwnerGrade}}

OwnerEmail

{{Asset.OwnerEmail}}

OwnerUsername

{{Asset.OwnerUsername}}

OwnerIsOnline

{{Asset.OwnerIsOnline}}

Asset Previous Owner

Domain

Copy & Paste

PreviousOwnerFirstName

{{Asset.PreviousOwnerFirstName}}

PreviousOwnerLastName

{{Asset.PreviousOwnerLastName}}

PreviousOwnerRoleName

{{Asset.PreviousOwnerRoleName}}

PreviousOwnerSchoolIdNumber

{{Asset.PreviousOwnerSchoolIdNumber}}

PreviousOwnerHomeroom

{{Asset.PreviousOwnerHomeroom}}

PreviousOwnerGrade

{{Asset.PreviousOwnerGrade}}

PreviousOwnerEmail

{{Asset.PreviousOwnerEmail}}

PreviousOwnerUsername

{{Asset.PreviousOwnerUsername}}

Asset Audit Policy

Domain

Copy & Paste

AssetAuditPolicyStatusName

{{Asset.AssetAuditPolicyStatusName}}

AssetAuditPolicyScheduleName

{{Asset.AssetAuditPolicyScheduleName}}

AssetAuditPolicyName

{{Asset.AssetAuditPolicyName}}

AssetAuditPolicyStatusSortOrder

{{Asset.AssetAuditPolicyStatusSortOrder}}

Asset Verification

Domain

Copy & Paste

LastVerificationDateTime

{{Asset.LastVerificationDateTime}}

LastVerificationTypeName

{{Asset.LastVerificationTypeName}}

LastVerificationSuccessful

{{Asset.LastVerificationSuccessful}}

LastVerificationComments

{{Asset.LastVerificationComments}}

LastVerificationLocationName

{{Asset.LastVerificationLocationName}}

Asset Storage

Domain

Copy & Paste

StorageUnitNumber

{{Asset.StorageUnitNumber}}

StorageSlotNumber

{{Asset.StorageSlotNumber}}

StorageLocationName

{{Asset.StorageLocationName}}

Additional Asset Info

Domain

Copy & Paste

HasOpenTickets

{{Asset.HasOpenTickets}}

OpenTickets

{{Asset.OpenTickets}}

IsReadOnly

{{Asset.IsReadOnly}}

IsExternallyManaged

{{Asset.IsExternallyManaged}}

SearchText

{{Asset.SearchText}}

Location Variable Replacements

Domain

Copy & Paste

CreatedDate

{{Location.CreatedDate}}

ModifiedDate

{{Location.ModifiedDate}}

IsDeleted

{{Location.IsDeleted}}

LocationName

{{Location.LocationName}}

Abbreviation

{{Location.Abbreviation}}

Description

{{Location.Description}}

Notes

{{Location.Notes}}

IsReservable

{{Location.IsReservable}}

LocationTypeName

{{Location.LocationTypeName}}

LocationStatusTypeName

{{Location.LocationStatusTypeName}}

AddressAttn

{{Location.AddressAttn}}

Street1

{{Location.Street1}}

Street2

{{Location.Street2}}

City

{{Location.City}}

State

{{Location.State}}

Zip

{{Location.Zip}}

Country

{{Location.Country}}

Latitude

{{Location.Latitude}}

Longitude

{{Location.Longitude}}

SearchText

{{Location.SearchText}}

Custom Field Variables

To use variables for custom fields, specify the entity type followed by a period and the custom field name. Spacing and capitalization must match the exact definition in Admin settings.

Example: A custom field on a ticket called Firewall Rules Requested would be output as: {{Ticket.Firewall Rules Requested}}

Supported Field Types

Supported Entity Types

Supported Field Types

Not Supported Field Types

Tickets

Assets

Users

Locations

Text

Date

Select

Number

MultiSelect

Information

iiQ “select” fields (iiQ User, Location, etc)

Complex custom fields (Apps)

Variable Behavior in Platform Features

Feature

Behavior

Email Alters (Rules Engine)

To set up email notifications, navigate to admin > rules and create a rule with the action "Send email alert to Team" or "Send email alert to user." Enter variables in the subject and email body fields.

Ticket Templates

Variables are copied from the parent ticket to subtickets.

Variables that depend on assignment (like the "agent variable") may not be visible in the ticket description until after the ticket is created and the agent is assigned.

Text Snippets

Once the text snippet is applied, the variables are displayed as their corresponding values.

Subtasks

Variables can be used with subtasks and subtask groups.

Comments and Shortcuts

When entered directly into the Comments section, variables are immediately replaced with values, allowing users to see the final text (supported in a WYSIWYG editor).

Variables used in the Shortcuts app's "Add Comment" action will not show as values until the shortcut is applied to the ticket.

This is supported only in a WYSIWYG editor, which can be turned on in Site Options.

This is supported in Text Snippets as well.​​​​​

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