Placeholders - General information what a placeholder is and how to create one.

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    What is a Placeholder?

    How do I know which Placeholder to use?

    Placeholders over the Processes and Collections

    Attributes with a one to one link

    What is the difference between Placeholders and Runtime Values?





    What is a Placeholder?


    A Placeholder is a string of Attribute Names which will translate into the value currently in that Attribute. Placeholders can be used in Reminders and Assignments in the Process for when sending out notifications so that you don’t manually have to type in information about the Incident you are working on.

    You can also use placeholders in your Action emails and Escalation Notifications.


    For example, if you are creating a Note on your Incident, you might want this Note to be sent to the Customer and you might want certain information to be in the Notification as a template. This can all then be written in to the Reminder that is added in after the Note action in the Process.

    But since the Reminder is going out automatically upon the creation of the Note you cannot fill this in manually with Incident information so this needs to be filled in through the Process in Process Designer.

    When filling in fields directly in the Process the information need to be neutral as they will need to work for all created Incidents and not one in particular, so to pull the specific information from the Incident you can use Placeholders.


    For example, if you want the notification that goes out to contain the Incident Reference Number in the Subject, you can in the “Title” field of the Reminder window from the Process write “{Id}” which is the Name of the Attribute that contains the Reference Number. This will automatically know to look at the Incident that the Note is added to and therefore translate it to this particular Incidents Reference Number.


    The system knows to look for a value to translate when you add in {} around the Attribute Names. This is what is creating the Placeholder.





    How do I know which Placeholder to use?


    The first rule to know is to always use the “Name” of the Attribute and not the “Title” as the “Title” is not unique and the system would then not know which one to translate.


    Second rule is to find the Attribute that you want the information from. If you for example want the Status of the Incident in your Placeholder, have a look at your Incident window and find the Status field. Open the window up in Window Manager and look at the same field and you will see the Name of the attribute in the field. “{Status}”

    Then to double check the exact Name, open your Object Designer, go to the relevant Domain (Incident Management if you are in Incident) and find the Status attribute in the list. The Name will then show in the Properties in the top right.


    Most of the times, this will be the exact name as you see in Window Manager, but sometimes they can differ slightly, as the exact Name sometimes have a _ in front of it, so always worth double checking. It’s always the exact Name that you see in Object Designer that is the one to use.


    So when filling in your Reminder in the Process and you want it to show the Status of the Incident you will need to fill in {AttributeName} - {Status}.


    Remember that the Placeholders are Case sensitive, if a Placeholder isn’t working for you, this is something worth checking.


    The Placeholder knows to automatically look on the Process Object of which it is being created on.

    If you are in an Incident and want information from the Incident Object, you will only need to add the Attribute Name from the Incident Object. If you are in the Task Incident, it will know to look directly on the Task Incident Object.

    A good rule with this is to check if the action is using a different Process from the Main one.

    For example if you add a Note to the Incident, it will still be in the Incident Process as the Note doesn’t have a Process of its own and so the Placeholder will still automatically look at the Incident Object.

    If you are adding a Task, it will use the Task Process and therefore automatically look at the Task Object.




    Placeholders over the Processes and Collections


    You probably want your Notification after your Note to contain the information the Analyst written in the Note itself. This can also be transferred to the Reminder using a Placeholder.

    When writing a Placeholder that pulls information from a Collection of the Incident (the Note Object is a Collection on the Incident Object) you will need to tell the Placeholder to look in the Collection, as if you were to only take the Attribute Name from the Note Object and add this in, it would look on the Incident Object and not the Note Object for this Attribute.


    To do this, you will need the Name of the Collection. Go to Object Designer and open the Incident Object (As the Note Collection is on the Incident Object) highlight the Note Collection and you will see the Name in the Properties. In the OOTB the Name is “Notes”


    If we then want the Description that the Analyst has written in the Note you will need the Name of the Description Attribute, which you will find in the Note Object. (Note Collection is linked from the Note Object)

    Open the Note Object and find the Description Attribute, which is actually the Text Attribute in the OOTB. The Name for this is: “Text”.


    Now we need to put the Collection Name and Attribute Name together in one string. We do this with the following template: {Collection or Object/Attribute}


    So the finished string would be: {Notes/Text} (“Notes” is the Collection and “Text” is the Attribute.



    If you are in a different Process and want to pull through information you will need to tell the Placeholder to look in the ‘other’ Process.


    For example, if you are in a Task Process and want to pull through information from the Incident Process. Use the same template: {Collection or Object/Attribute}


    In this case we need to tell it to look in the Incident Object, or it would automatically look in the Task Object and then tell it the Attribute Name that we want the information from.


    The Name of the Incident Object is “Incident” and if we want the Reference Number, the Name is “Id” - {Incident/Id}





    Attributes with a one to one link


    For Collections you will need to tell the Placeholder which Collection it needs to look in. If the Attribute instead is a ‘one to one’ link with another Object you will not need to mention the Object the Attribute is linked to. As my example above with “Status”, this is a ‘one to one’ link with the “Status” Object, but the placeholder will still only be {Status}. It will automatically know to collect the Attribute which is set to be the ‘IS Name’ attribute which is most likely the information you are after.






    What is the difference between Placeholders and Runtime Values?


    A Placeholder can be written in a field amongst other text and it would pull back the relevant value. It can only be used in Reminders and Assignments. It doesn't matter if the Reminder or Assignment Action is manual or automatic. You can have a manual assignment and still have a runtime value in the field that you get up, fill it in further and save it.


    A Runtime Value can only be added in to an Automatic Action from within the Process and it will take up the full field. If a field has a Runtime value in it you cannot add in any other text manually to this field.



    Please Note!

    You cannot create a Runtime Value, copy the runtime value text and add this as a Placeholder. The text that appears in a runtime value is for display purpose only. The way in which placeholders and runtime values are resolved is different so they are not interchangeable.