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Using Smart Tags

Purpose: Smart Tags allow you to use email to update certain values on a Request.  To edit and use Smart Tags on the Novo Mail Service. 

Prerequisites: 
  • You must have purchased the Novo Mail Service Module to use Smart Tags.
Steps:

To Enable Smart Tags
  1. Click on Admin -> Setup -> Core/General -> Incoming Email Settings.



  2. Select Enable Smart Tags

  3. Browse to Admin>Setup>Requests>Mail Smart tags



  4. From this menu you can see all the available Smart Tags. Edit them by clicking the edit button.



  5. After clicking the edit button it is possible to enable/disable Smart Tags, as well as change it's name.

     
To use a smart tag to edit a field of a Request
  • Send an email or Request to a user and include a Smart Tag above or between the appropriate delimiters with the sytax {SmartTag: desiredvalue}; 
    • e.g. {Status: Closed}
  • Beginning with version 5.2, End Users are able to send an email with a Smart Tag to update a field.
  • The Request will be updated with the given value for the field that the Smart Tag represents.
  • Note that spelling is important.
  • For a Single Select or Multiple Select fields, the smart tag must be a pre-existing value in the field.
Below is a table of common examples of smart tags for Pre Defined and User Defined fields and their usage.
 
FieldField TypeField Data TypeSmart Tag Syntax Examples
StatusPredefinedList{Status: Closed}
PriorityPredefinedList{Priority: Low}
CategoryPredefinedList{Category: a Category value}
ProductPredefinedList{Product: a Product value}
Content TypePredefinedList{ContentType: a Content Type value}
GroupPredefinedList{Group: a Group value}
ResolutionPredefinedMemo{Resolution: Some text I want to place into the resolution field}
User Defined Text FieldUser DefinedText{Text Field Name: Some text I want to place into the TextField}
User Defined Single Select FieldUser DefinedList{Single Select Field Name: a Single Select value}
User Defined Multiple Select FieldUser DefinedList{Multiple Select Field Name: a Multiple Select value}
User Defined Date/Time FieldUser DefinedDate/Time

{Date-Time Field Name: Some Date/Time value}
(Formatted like: 12/25/2019 00:00:01)

User Defined Date FieldUser DefinedDate{Date Field Name: Some Date value}
(Formatted like: 12/25/2019)
User Defined Numeric FieldUser DefinedNumeric{Numeric Field Name: some numeric value}
User Defined Checkbox FieldUser DefinedBoolean{Check Field Name: True}
User Defined Memo FieldUser DefinedMemo{Memo Field Name: Some text I want to place into the MemoField}