Customer center configuration

The templates in the customer care center are also built up using the parser variables. Simple changes can be done using the parser variables, but if you are to do more advanced changes, you should consider using CRMScript, which is far more powerful and can coexist with parser variables. The Customer Center is built up of different templates.

Common parser variables

The following parser variables are common for all the templates:

Variable	Description
AuthProgramAll	The URL used for accessing this page, with the session key added
AuthProgramUnderscore	The path to customer.exe with the session key and any CGI variables starting with an underscore
AuthProgram	The same as `AuthProgramUnderscore`, except that it does not pay attention to CGI variables with an underscore
CustSessionKey	The session key
authenticated	True if the customer has been authenticated, false if not
chat	True if chat functionality is available
faq	True if FAQ functionality is available
WwwRoot	The subdirectory that Customer Service might be installed to. Normally this will just be ”/”, but if installed in a subdirectory you must pay attention to this when referencing for example the graphic files
GfxRoot	The virtual path to the graphic files
GfxPath	The virtual path to the language-dependent graphic files. This variable pays attention to the language of the customer
config.browser	The browser type used
GfxBase	The same as `GfxPath` but it might include the full URL if absolute URLs are used and configured
GfxUrl	The same as `GfxRoot` but it might include the full URL if absolute URLs are used and configured
Program	The URL to the customer.exe program. Use this if you use cookies for storing the session key of the customer
contentFile	The name of the template that will match the chosen action. See also framework.html.

addMessage.html

This is the template used when adding a message to an existing request. The following parser variables are available:

Ticket
Company
Customer

In addition, the following parser variables are available:

Variable	Description
mailCc	The cc mail addresses when doing a post
message	The message when doing a post
attachments	The attachment ids when doing a post

changeCust.html

This is the template used when a customer changes their information. The following parser variables are available:

Company
Customer

In addition, the following parser variables are available:

Variable	Description
cellphone	The value in the `cellphone` field
phone	The value in the `phone` field
lastname	The value in the `lastname` field
firstname	The value in the `firstname` field

doneRegister.html

This is the template used to display a welcome message when a new customer has registered. The following parser variables are available:

Company
Customer

In addition, the following parser variables are available:

Variable	Description
custPassword	The password for the new customer. This might be in encrypted form if turned on
custUsername	The username for the new customer

framework.html

This is a special template. The framework.html is the framework that will surround all the other templates. In this way, you do not need to style all the other templates. You can use the same parser variables in this file as with the other files. It is the chosen action that determines what is available here, so only use parser variables that you are certain will exist. Pay attention to the parser command %INCLUDE_VAR:contentFile%. As explained earlier, each chosen action will result in a parser variable called contentFile. This parser variable will contain the name of the template matching the action. The command INCLUDE_VAR will simply insert this file into the framework.html file.

listSimilarKbEntries.html

This template is used to list similar FAQ entries when using the wiki functionality of the FAQ. The FAQ entry hits are placed in the following parser variables. This is an array, so you must use %ROWSTART% and %ROWEND% to loop over them.

Variable	Description
kbEntry.url	The URL to the FAQ entry in HTML format (so no need to add the tag), with the correct name
kbEntry.urlTarget	The URL to the FAQ entry
kbEntry.urlTitle	The name for the URL

In addition, the following parser variables are available:

Variable	Description
numEntries	The number of entries found
originalEntry	The name of the original wiki link that was clicked

listTicket.html

This template is used to display one single request.

Message, but not that this will be an array, so you need to use %ROWSTART% and %ROWEND% to loop over them.
Message where is the number of the message starting from 0. This makes each message accessible as a single parser object.
Company
Customer
Ticket

Variable	Description
message.attachmentsAlt	An array containing complete HTML code for displaying all attachments for a single message. That means that each element in the array contains all the attachments for this message. The attachment will be displayed in a new window if clicked.
message.attachments	The same as the above, except that the attachment will be opened in the same window.

listTickets.html

This template is used to list all the requests that the customer has access to.

Ticket

In addition, the following parser variables are available:

Variable	Description
pageNumbers	An array that The number of each page. This is convenient to use in conjunction with `%ROWSTART%%ROWEND%` to print the page selector.
nextPage	indicates that there is a next page. If this parser variable is missing, there is no next page. The value of the variable is true when there is a next page
prevPage	The same as above, but in the opposite direction
direction	The sort order. When clicking a column header you can sort on this column. Clicking again will reverse the order. Will contain “asc” or “desc” depending on the direction, or empty if no direction is selected. See also orderBy below.
searchText	The text searched for. Will be empty if no search has been done.
filterBy	The filtering value. It is possible to reduce the request shown by filtering them. This should be set in the URL for this page, and the parser variable `filterBy` will contain this value so you can use them in other URLs. Possible values: “open”, “own” and “closed”.
orderBy	The ORDERBY clauses used, so you can preserve the order in other URLs. The value should be set in the URL to make the customer care center use the order for the request list. The field should be separated with a comma. Possible values: “status”, “id”, “title”, “created”, “category”, “priority”. At the end of the list, you should append the direction.
pageLength	The number of requests on each page. This should be set in the URL, and the parser variable will contain the chosen length.
numPages	The total number of pages.
currentPage	The number of the current page
numTickets	The total number of requests.

welcome.html

This template The welcome message that is displayed when a customer logs in. The following parser variables are available:

Company
Customer

loggedOut.html

This template The message that is displayed when a customer logs out. The following parser variables are available:

Company
Customer

This template The login screen. The following parser variables are available: “username” The value entered in the username field.

newTicket.html

This template The new request screen. The following parser variables are available:

Company
Customer

Variable	Description
category	The HTML code to display the external categories in one single list (flattened)
category.body	The HTML code to display the external categories in a hierarchy
category.externalName	The names of the external categories (array)
category.name	The internal names of the external categories (array)
category.id	The ID of the external categories (array)
category.parentId	The parent ID of the external categories (array)
category.selected	Contains “selected” for those elements in the category array that are selected
custPhone	The value of the customer phone field (if existing)
title	The value of the title/subject field
custEmail	The value of the customer email field. Normally only displayed when not authorized
custName	The value of the customer name field. Normally only displayed when not authorized
mailCc	The value of the CC field (if existing)
attachments	The ID of the attachments

noAccess.html

This template is displayed if trying to access a screen that the customer does not have access to (for example trying to view a request that he/she does not own). The following parser variables are available:

Company
Customer

passwordSent.html

This template is displayed after submitting the email address in the “forgotten password” screen. No other than the standard variables are available.

registerCust.html

This template is displayed when a customer is trying to register. The following parser variables are available:

Variable	Description
cellphone	The value of the cell phone field
phone	The value of the phone field
password	The value of the password field
password2	The value of the repeat password field
email	The value of the email field
firstname	The value of the first name field
lastname	The value of the last name field

sendPassword.html

This template is displayed when the customer has clicked the Forgotten password button. No other than the standard variables are available.

ticketPosted.html

This template is displayed when a customer has posted a new request. The following parser variables are available:

Company (if authenticated)
Customer (if authenticated)

Variable	Description
category.externalName	The names of the external categories (array)
category.name	The internal names of the external categories (array)
category.id	The ID of the external categories (array)
category.parentId	The parent ID of the external categories (array)
category.selected	Contains “selected” for those elements in the category array that are selected
ticket.id	The ID of the new request
message	The message text of the new request

viewKbCategory.html

This template is displayed when viewing a FAQ category. The following parser variables are available:

Company (if authenticated)
Customer (if authenticated)

Variable	Description
entry.answerPlainBr	All answer sections for entries in the current category. All newlines will be replaced by the tag. All URLs will be made clickable and opened in a new window (array).
entry.answerPlain	The same as above except that newlines will not be modified.
entry.answer	The same as above except that URLs will not automatically be made clickable.
entry.score	The score given to the entry (array).
entry.questionHtml	The question part (array)
entry.questionParsed	The same as above, except that the question is run through the parser
entry.question	The same as `entry.questionHtml`, except that newlines and tabs are removed, and the lines are chopped at 70 characters length. In addition, the question is checked with the legal HTML tags configured in the system (other tags will be removed).
entry.link	The link to the entry (array)
entry.name	The name of the entry (array)
entry.id	The ID of the entry (array)
category.description	The description of the next level of sub-categories (array)
category.name	The name of the next level of sub-categories (array)
category.id	The ID of the next level of sub-categories (array)
depth	Indicates which category depth you are on, where the top category is 0
categoryId	The ID of the current category

viewKkEntry.html

This template is displayed when viewing a FAQ entry. The following parser variables are available:

Company (if authenticated)
Customer (if authenticated)

Variable	Description
noHits	Set to 1 if this entry does not contain any links or attachments
entry.score	The score given to the entry
entry.question	The question part of the entry
entry.questionParsed	A parsed version of the entry. This is only available if the system is configured to allow parsing of a FAQ. This is controlled in the Registry table by setting “value” to 0 where reg_id= 64.
entry.answer	The answer part of the entry
entry.answerPlain	The answer part of the entry, where all URLs are made clickable
entry.answerPlainBr	The same as above, except that all newlines will be converted to the HTML tag
entry.answerParsed	A parsed version of the entry. This is only available if the system is configured to allow parsing of the FAQ. This is controlled in the Registry table by setting “value” to 0 where reg_id= 64.
entry.title	The title of the entry
entry.id	The ID of the entry
ticket.id	The ID of the request if the customer was redirected here using the auto FAQ suggestion on email filters. This is normally used to create a button that the customer can click to close the request.

viewKbSearch.html

This template is used to display entries and categories that match a search done by the customer. The following parser variables are available:

Variable	Description
searchString	The text that the customer searched for
category.score	A number between 0 and 100, indicating how good a match this is (array)
category.description	The description of the category (array)
category.link	The URL to the category (array)
category.name	The name of the category (array)
category.id	The ID of the category (array)
entry.score	A number between 0 and 100, indicating how good a match this is (array)
entry.question	The question part of the entry (array)
entry.link	The URL to the entry (array)
entry.name	The name of the entry (array)
entry.id	The ID of the entry (array)

Welcome.html

This template is displayed when entering the Customer Care Center. No other than the standard parser variables are available.

​Common parser variables

​addMessage.html

​changeCust.html

​doneRegister.html

​framework.html

​listSimilarKbEntries.html

​listTicket.html

​listTickets.html

​welcome.html

​loggedOut.html

​login.html

​newTicket.html

​noAccess.html

​passwordSent.html

​registerCust.html

​sendPassword.html

​ticketPosted.html

​viewKbCategory.html

​viewKkEntry.html

​viewKbSearch.html

​Welcome.html

Common parser variables

addMessage.html

changeCust.html

doneRegister.html

framework.html

listSimilarKbEntries.html

listTicket.html

listTickets.html

welcome.html

loggedOut.html

login.html

newTicket.html

noAccess.html

passwordSent.html

registerCust.html

sendPassword.html

ticketPosted.html

viewKbCategory.html

viewKkEntry.html

viewKbSearch.html

Welcome.html