"Comments about this user" in Template

There is a field, normally labelled "Comments about this user"
on the web interface. Is it possible to get this information
about the requester of a ticket onto a template somehow? It
would be useful to have (as an example) “librarian” appear
somewhere on the e-mails that go out to IT staff here when
the librarian submits a ticket.

If this needs to be stored elsewhere for this to happen, then
any suggestions gratefully received.

Is there any list of what variables can be put into templates, or
am I best to just keep guessing like I do at the moment?

Stephen Gower
IT Support Team
Wolfson College