Overview

Snippets can be used in any text field in a case, but they are most useful for replying to emails.

In this article, we will exclusively discuss the functionality and usage of snippets as well as cover the following:

• About Snippets
  • Snippet Placeholders
  • Snippet Administration
  • Pro-Tip

Information

About Snippets

For example., you have a snippet, called upgrade:

Hi {firstname},

Thanks for reporting this bug! Fortunately, we’ve already fixed it in the most recent version of the software, Frogger [[version]].

If there’s anything else we can do for you, or if upgrading doesn’t fix the issue, please just reply to this email and we’ll figure out what’s going on.

{myfirstname} – Frogger Software

• To activate it, you can either type the snippet name and then the snippet activation key: upgrade`
  
  
  
  • Or you can type the snippet activation key twice, which will bring up a snippet search box.
• Typing in the search box filters the list of snippets to those that contain the text you have typed, as you type.
• The snippet activation key defaults to `. It is configurable on a per-user basis by heading to the Avatar menu > User Options > Legacy Settings.
• If you have a non-English keyboard layout, you might find the regular snippet key does not work. If so, just change to one of the other keys.
• The text from the upgrade snippet will be inserted where the cursor is.
• Snippets can also contain placeholders, surrounded by curly braces, which will be replaced with text from case attributes or the current user’s profile (see below for more details).
• Additionally, you can include one text symbol like [[version]] in each snippet. When the snippet is inserted, that portion of the text will be highlighted so the next thing you type will replace that text.

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Snippet Placeholders

There are also many placeholders you can put in snippets that will be replaced automatically. All these are available for mailbox auto-replies too:

• {case} for the case ID.
• {sender_firstname} (previously {firstname}) for the sender’s first name.
• {sender} for the sender’s email address.
• {subject} for the subject of the message.
• {ticket} for the external ticket ID (will also display other cases submitted by the same person).
• {ticket_singlecase} for the external ticket ID that only has access to the current case (will not display other cases submitted by the same person).
• {url} for the URL of this FogBugz site.
• {ticketurl} for a link to the external case (e.g., http://try.fogbugz.com/default.asp?[ticket]).
• {ticketurl_singlecase} for a link to the external case without public list view (e.g., http://try.fogbugz.com/default.asp?[ticket_singlecase]).
• {userfirstname} (previously {myfirstname}) for the logged-on user’s first name.
• {userlastname} (previously {mylastname}) for the logged-on user’s last name.
• {username} for the name of the logged-on user.
• {useremail} for the email of the logged-on user.

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Snippet Administration

• Snippets can either be personal to the user or global (available to all users).
  • Both types are configured on the same page, accessed via the Avatar menu.
• All site administrators see the global snippets available for management at the top of that page, before their own personal snippets.
• If a non-site-admin such as a Project Manager or a Customer Service Lead needs access to creating, editing and removing global snippets, then have a site administrator add them to the allowed list using the Edit Permissions control at the top of the snippet page.

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