Using substitution values

You can insert into the body of the notification, information about the object and its parent to provide additional information. The available objects are incident, note, milestone, task, attachment, and artifact. You can reference the parent (incident or task) of the object, and any custom fields of that parent object.

You must enclose the substitution value within braces and precede it by a dollar sign. The substitution values are not case-sensitive.

Note: If you want to include the symbols, ‘${‘, in the notification, use ‘$${‘.

The following example shows a milestone notification that provides the name of the user who created a milestone, the name of the incident, and the milestone’s title, due date, and description.

${User} created a milestone called ${milestone.title} on incident ${incident.name}. 
It is due on ${milestone.date}. The description is ${milestone.description}.

All dates are displayed in UTC format. For example, the ${milestone.date} might show the due date as March 9, 2017 05:00:00 UTC. The month is displayed in the language that is defined by the default locale on the server.

To access a parent object, use incident.<field_name>. For example, use ${incident.name} if you selected Incident as the type of notification, or ${task.name} if you selected Task as the type of notification.

To access an incident’s custom fields, use ${incident.properties.<custom_field_name>}.

If you specify an invalid field, such as ${incident.typo}, it is displayed as entered. If you specify a valid field in an incorrect context, it is ignored in the notification. For example, ${task.name} is a valid substitution value but there is no task when you select Attachment as the type of notification.

Important: Using a substitution value in an email notification subject field can significantly increase the volume of emails if the substitution value results in multiple different email subjects. A separate email notification is sent for each email subject. So, for example, you might have an email notification where a single email is sent when no substitution value is used. By adding a substitution value to this notification, and if the substitution value results in 200 different email subjects, 200 email notifications are sent.

For system notifications with substitution values, the notification provides a hyperlink to the object that caused the notification.

Note: Changing a field name does not affect any previously sent notifications.