The utility Tokens are used in the integration payload configuration for ServiceDesk (incident, task, service request, problem), resources, and alerts in the Outbound Configurations.
Incident
Incident
| Name | Token | Description |
|---|---|---|
| Access URL | $utils.ticketAccessURL($incident.id,$incident.client.id,$incident.msp.id,$incident.serviceProviderId) | Access URL of the incident. |
| Alert created time | $utils.alertTime($incident.alertIdList,"create","yyyy-MM-dd'T'HH:mm:ssZ","GMT") | Alert created time. |
| Alert ID(s) | $incident.alertList | "Alert id(s) of the incident in case incident is created from alert. |
| Alert Metric | $utils.alertMetric($incident.alertIdList) | Incident Related Alert Metric Name |
| Alert source | $incident.tagValues.alertSource | Source of the alert in case the incident is created from alert. |
| Alert State | $utils.alertState($incident.alertIdList) | Incident Related Alert status.NoteIf any alert in the incident’s alerts list is in a critical state, the state of that alert is set to Critical. The same logic applies for Warning and OK states. |
| Alert updated time | $utils.alertTime($incident.alertIdList,"update","yyyy-MM-dd'T'HH:mm:ssZ","GMT") | Alert updated time |
| Assigned user | $incident.assignedTo.fullName | Assigned user to the incident. |
| Assignee group name | $incident.assigneeGroup.name | Assignee Group name of the Incident. |
| Associated change request ID | $incident.changeRequest.id | Associated changeRequest ID of the incident. |
| Associated incident ID | $incident.parentTicket.id | Associated parent incident ID of the incident. |
| Associated problem ID | $incident.problem.id | Associated problem ID of the incident. |
| Attachment base64 binary | $utils.attachmentData($incident.latestResponse.attachments) | Attached file content in base64 binary data. |
| Attachment file multipart | $utils.attachmentMultipart($incident.latestResponse.attachments,$incident.client.uniqueId,$installedAppId,$incident.uniqueId,$incident.latestResponse.id,$entity) | Attached file multipart |
| Attachment file name | $utils.attachmentFileName($incident.latestResponse.attachments) | Attached file name of incident. |
| Attachment type | $utils.attachmentFileType($incident.latestResponse.attachments) | Attached file type of incident. |
| Business Impact | $incident.businessImpact.name | Business Impact name. |
| Category | $utils.ticketCategory(false,$incident.id) | Category of the Incident. |
| CC Mail List | $incident.cc | CC mail list of incident. |
| Client name | $incident.client.name | Client name of the incident. |
| Client unique ID | $incident.client.uniqueId | Client UniqueId of the Incident. |
| Client UUID | $incident.client.uuid | Client UUID of the Incident. |
| Comment | $incident.response | Comment of the Incident. |
| Conversations | $utils.ticketConversations($incident.id,limit,isHMTL,latestOrder) | Total conversations of ticket based on filtering limit. |
| Created By user | $incident.createdBy.fullName | Created By of incident. |
| Created date | For Client timezone $utils.convertDate($incident.client.uniqueId,$incident.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") For MSP timezone $utils.convertDate($incident.msp.uniqueId,$incident.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") Details: convertDate(orgUUID,date,pattern) orgUUID -> cliient/msp UUID date -> ticket created/updated date pattern -> required date format | Created date of the Incident. | Alert's date format with client/partner level timezone | For Client timezone $utils.alertTime($incident.client.uniqueId,$incident.alertIdList,"create","yyyy-MM-dd'T'HH:mm:ssZ") For partner level timezone $utils.alertTime($incident.msp.uniqueId,$incident.alertIdList,"create","yyyy-MM-dd'T'HH:mm:ssZ") Details: alertTime(orgUUID, alertIds, type, pattern) orgUUID -> client/msp UUID alertIds -> mapped alertIds type -> date type created/updated pattern -> required date format | Create date/updated date of the alert with partner/client timezone support |
| Description | $incident.impact | Description of the incident. |
| Due date | $utils.convertDate($incident.dueDate,"yyyy-MM-dd'T'HH:mm:ssZ") | Due date of the Incident. |
| External Client ID | $utils.extClientId($incident.client.id) | External Client ID of Client. |
| External incident id | $incident.extTicketId | ExternalId of the incident. |
| External ticket ID | $utils.extEntityId($incident.id,$installedAppId,$entity) | Integrated third party ticket ID. |
| Incident ID | $incident.uniqueId | ID of the incident. |
| Latest comment description | $incident.latestResponse.description | Latest comment description. |
| Latest comment HTML description | $incident.latestResponse.htmlDescription | Latest comment description in HTML format. |
| Latest comment subject | $incident.latestResponse.subject | Response Subject of the Incident. |
| Latest comment visible to customer | $incident.latestResponse.visibleToCustomer | Response visibleToCustomer of the Incident. |
| Latest comments added by | $incident.latestResponse.creator.fullName | User who added latest response to incident. |
| Latest KB description | $utils.kbArticleDetails($incident.id,$entity,"content") | Description of latest KB article IDs attached. |
| Latest KB ID | $utils.kbArticleDetails($incident.id,$entity,"uniqueId") | UniqueId of latest KB article IDs attached. |
| Latest KB subject | $utils.kbArticleDetails($incident.id,$entity,"subject") | Subject of latest KB article IDs attached. |
| List KB article IDs | $utils.kbArticleIds($incident.id,$entity) | Returns List of KB article IDs attached. |
| Note | $utils.latestNotes($incident.id,$incident.client.id) | Note of the incident. |
| Partner name | $incident.msp.name | Partner name of the incident. |
| Partner unique ID | $incident.msp.uniqueId | Partner UniqueId of the Incident. |
| Partner UUID | $incident.msp.uuid | Partner uuid of the Incident. |
| Priority | $incident.priority.name | Priority of the incident. |
| Priority updated by | $incident.priorityUpdatedBy.fullName | User who updated priority of the incident. |
| PSA Ticket ID | $incident.psaTicketId | psaTicketId of the Incident. |
| Reason to change status | $incident.reason.name | Corresponding reason to change incident status. |
| Reported by | $incident.requester.fullName | User who has created the incident. |
| Resolution summary | $incident.notes | Resolution summary of the Incident. |
| Source entity | $incident.sourceEntityType.name | From which source the incident was created (e.g, Alert or API, etc.). |
| Source entity ID | $incident.sourceEntityTypeId | ID of the source from which incident was created(e.g, Alert ID). |
| Source policy | $incident.sourcePolicyType.name | From which policy the incident was created (e.g, Autoincident, etc.) if any. |
| Source policy ID | $incident.sourcePolicyTypeId | ID of the policy from which incident was created(e.g, Autoincident policy ID). |
| Status | $incident.status.name | Status of the incident. |
| Status updated by | $incident.statusUpdatedBy.fullName | User who updated the status of the incident. |
| Sub category | $utils.ticketCategory(true,$incident.id) | Sub Category of the Incident. |
| Subject | $incident.subject | Subject of the incident. |
| Suspend end date | $utils.convertDate($incident.suspendEndDate,"yyyy-MM-dd'T'HH:mm:ssZ") | Suspend end date of the Incident. |
| TicketResponseId | $incident.latestResponse.extTicketResponseId | Ticket response external id. |
| Time spent (mins) | $incident.timeSpent | Time spent on incident. |
| To Mail List | $incident.toEmail | To mail list of incident. |
| Updated by | $incident.lastUpdatedBy.fullName | User who has updated the incident. |
| Urgency | $incident.urgency.name | Urgency name. |
| External ResourceId | $utils.getExternalResourceId($incident.id,$installedAppId,$entity) | External resource Id attached to an incident. |
| inferenceAlertId | $inferenceAlertId | Inference alertId of alerts attached to an incident. |
| inferenceAlertMetric | $inferenceAlertMetric | Inference alert metric of alerts attached to an incident. |
| inferenceAlertState | $inferenceAlertState | Inference alert state of alerts attached to an incident. |
| inferenceAlertCreatedTime | $inferenceAlertCreatedTime | Inference alert Created time of alerts attached to an incident. |
| inferenceAlertUpdatedTime | $inferenceAlertUpdatedTime | Inference alert updated time of alerts attached to an incident. |
| inferenceAlertDeviceName | $inferenceAlertDeviceName | Inference alert device name of alerts attached to an incident. |
| inferenceAlertDeviceId | $inferenceAlertDeviceId | Inference alert deviceId of alerts attached to an incident. |
| inferenceAlertDeviceLocation | $inferenceAlertDeviceLocation | Inference alert device location of alerts attached to an incident. |
| inferenceAlertDeviceTags | $inferenceAlertDeviceTags | Inference alert device custom attributes of alerts attached to an incident. |
Resource
| Name | Token | Description |
|---|---|---|
| Impacted first resource group | $utils.resourcesGroupDetails($incident.groups,"name") | Impacted first resource group. |
| Impacted location details |
| For description of the location: use token #1 For path of the location: use token #2 |
| Impacted resource host name | $incident.resources.hostName | Host name of the Resource Attached to Incident. |
| Impacted resource id(s) | $incident.deviceIds | Assigned device id(s) of the incident. |
| Impacted resource IP address | $incident.resources.ipAddress | IP Address of the Resource Attached to Incident. |
| Impacted resource last discovered time | $incident.resources.lastDiscoveredTime | Last discovered time of the Resource Attached to Incident. |
| Impacted resource name | $incident.resources.name | Name of the Resource Attached to Incident. |
| Impacted resource name(s) | $incident.deviceList | Assigned device name(s) of the incident. |
| Impacted resource unique id | $incident.resources.uniqueId | Unique ID of the Resource Attached to Incident. |
| Impacted resource(s) location | $utils.locationDetails($incident.resources,"name") | Assigned device(s) location of the incident. |
| Impacted single resource details | $utils.resourceDetails($incident.resources,"uniqueId") | Impacted single resource details. |
| Logical disk drive details | [ { "diskTotalSpace": "$defaultresource.logicalDiskDrivesList.totalSpace", "driveName": "$defaultresource.logicalDiskDrivesList.driveName", "fileSystem": "$defaultresource.logicalDiskDrivesList.fileSystem", "freeDiskSpace": "$defaultresource.logicalDiskDrivesList.freeSpace" } ] Use this syntax for event payload configuration. | Networking details of a resource. |
| Physical disk drive details | [ { "driveName": "$defaultresource.physicalDiskDrivesList.diskName", "drivePartitions": "$defaultresource.physicalDiskDrivesList.partitions" } ] Use this syntax for event payload configuration. | Physical details of a resource. |
| CPU details | [ { "processorName": "$defaultresource.processorDetailsList.processorName", "processor": "$defaultresource.processorDetailsList.processor", "noOfCore": "$defaultresource.processorDetailsList.nCores" } ] Use this syntax for event payload configuration. | CPU details of a resource. |
| Network details | [ { "networkIpaddress": "$defaultresource.networkCardsList.ipAddress", "networkMacAddress": "$defaultresource.networkCardsList.macAddress", "networkCardName": "$defaultresource.networkCardsList.networkName", "networkDhcpStatus": "$defaultresource.networkCardsList.dhcpEnabled" } ] Use this syntax for event payload configuration. | Network details of a resource. |
| Resource Notes Description | $utils.resourceDetailNotes($incident.resources,"description") | Description of the ticket resource notes. |
| Resource Notes Subject | $utils.resourceDetailNotes($incident.resources,"subject") | Subject of the ticket resource notes. |
Custom Fields
| Name | Token | Description |
|---|---|---|
| MSP attributes | $utils.customField($incident.msp.id,$incident.id,"incident","MSP attributes") | MSP attributes. |
| Partner_custom_attribute | $utils.customField($incident.msp.id,$incident.id,"incident","Partner_custom_attribute") | Partner_custom_attribute. |
| Partner | $utils.customField($incident.msp.id,$incident.id,"incident","Partner") | Partner |
| drop-down-api-lab-INCIDENT | $utils.customField($incident.msp.id,$incident.id,"incident","drop-down-api-lab-INCIDENT") | drop-down-api-lab-INCIDENT. |
| text-api-lab | $utils.customField($incident.msp.id,$incident.id,"incident","text-api-lab") | text-api-lab |
Functions
| Name | Token | Description |
|---|---|---|
| Concatenate strings | $utils.concatenateStrings( | Concatenate two strings. |
| replaceString | $utils.replaceString( | Replace Function. |
| substring | $utils.substring( | Substring Function |
| truncate | $utils.truncate( | Truncate Function. |
Service Request
Service Request
| Name | Token | Description |
|---|---|---|
| Access URL | $utils.ticketAccessURL($serviceRequest.id,$serviceRequest.client.id,$serviceRequest.msp.id,$serviceRequest.serviceProviderId) | Access URL of the service request. |
| Assigned user | $serviceRequest.assignedTo.fullName | Assigned user to the serviceRequest. |
| Assignee group name | $serviceRequest.assigneeGroup.name | Assignee Group name of the service request. |
| Attachment base64 binary | $utils.attachmentData($serviceRequest.latestResponse.attachments) | Attached file content in base64 binary data. |
| Attachment file multipart | $utils.attachmentMultipart($serviceRequest.latestResponse.attachments,$serviceRequest.client.uniqueId,$installedAppId,$serviceRequest.uniqueId,$serviceRequest.latestResponse.id,$entity) | Attached file multipart. |
| Attachment file name | $utils.attachmentFileName($serviceRequest.latestResponse.attachments) | Attached file name of incident. |
| Attachment type | $utils.attachmentFileType($serviceRequest.latestResponse.attachments) | Attached file type of incident. |
| Category | $utils.ticketCategory(false,$serviceRequest.id) | Category of the service request. |
| cc | $serviceRequest.cc | cc of the service request. |
| Client name | $serviceRequest.client.name | Client of the service request. |
| Client unique ID | $serviceRequest.client.uniqueId | Client UniqueId of the service request. |
| Client UUID | $serviceRequest.client.uuid | Client uuid of the service request. |
| Conversations | $utils.ticketConversations($serviceRequest.id,limit,isHMTL,latestOrder) | Total conversations of ticket based on filtering limit. |
| Created date | $utils.convertDate($serviceRequest.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ")) | Created date of the service request. |
| Description | $serviceRequest.impact | Description of the service request. |
| External Client ID | $utils.extClientId($serviceRequest.client.id) | External Client ID of Client. |
| External ticket ID | $utils.extEntityId($serviceRequest.id,$installedAppId,$entity) | External ticket id of the service request. |
| Latest comment description | $serviceRequest.latestResponse.description | Latest comment description of the serviceRequest. |
| Latest comment HTML description | $serviceRequest.latestResponse.htmlDescription | Latest comment description of the serviceRequest in HTML format. |
| Latest comments added by | $serviceRequest.latestResponse.creator.fullName | User who added latest response to service request. |
| Latest KB description | $utils.kbArticleDetails($serviceRequest.id,$entity,"content") | Description of latest KB article IDs attached. |
| Latest KB ID | $utils.kbArticleDetails($serviceRequest.id,$entity,"uniqueId") | UniqueId of latest KB article IDs attached. |
| Latest KB subject | $utils.kbArticleDetails($serviceRequest.id,$entity,"subject") | Subject of latest KB article IDs attached. |
| List KB article IDs | $utils.kbArticleIds($serviceRequest.id,$entity) | Returns List of KB article IDs attached. |
| Partner name | $serviceRequest.msp.name | Partner of the service request. |
| Partner unique ID | $serviceRequest.msp.uniqueId | Partner UniqueId of the service request. |
| Partner UUID | $serviceRequest.msp.uuid | Partner uuid of the service request. |
| Priority | $serviceRequest.priority.name | Priority of the service request. |
| Priority updated by | $serviceRequest.priorityUpdatedBy.fullName | User who updated priority of the service request. |
| Reason to change status | $serviceRequest.reason.name | Corresponding reason to change service request status. |
| Reported by | $serviceRequest.requester.fullName | User who has created the service request. |
| Resolution summary | $serviceRequest.notes | Resolution summary of the service request. |
| Service request ID | $serviceRequest.uniqueId | ID of the service request. |
| Source entity | $serviceRequest.sourceEntityType.name | From which source the service request was created (e.g, Alert or API, etc.). |
| Source entity ID | $serviceRequest.sourceEntityTypeId | ID of the source from which service request was created(e.g, Alert ID). |
| Status | $serviceRequest.status.name | Status of the service request. |
| Status updated by | $serviceRequest.statusUpdatedBy.fullName | User who updated the status of the service request. |
| Sub category | $utils.ticketCategory(true,$serviceRequest.id) | Sub Category of the service request. |
| Subject | $serviceRequest.subject | Subject of the service request. |
| Updated by | $serviceRequest.lastUpdatedBy.fullName | User who has updated the service request. |
Resource
| Name | Token | Description |
|---|---|---|
| Impacted first resource group | $utils.resourcesGroupDetails($serviceRequest.groups,"name") | Impacted first resource group. |
| Impacted resource id(s) | $serviceRequest.deviceIds | Assigned device id(s) of the service request. |
| Impacted resource name(s) | $serviceRequest.deviceList | Assigned device name(s) of the service request. |
| Impacted resource(s) location | $utils.locationDetails($serviceRequest.resources,"name") | Assigned device(s) location of the service request. |
Custom Fields
| Name | Token | Description |
|---|---|---|
| Numeric-api-lab | $utils.customField($serviceRequest.msp.id,$serviceRequest.id,"serviceRequest","Numeric-api-lab") | Numeric-api-lab |
Functions
| Name | Token | Description |
|---|---|---|
| Concatenate strings | $utils.concatenateStrings( | Concatenate two strings. |
| replaceString | $utils.replaceString( | Replace Function |
| substring | $utils.substring( | Substring Function |
| truncate | $utils.truncate( | Truncate Function |
Problem
Problem
| Name | Token | Description |
|---|---|---|
| Access URL | $utils.ticketAccessURL($problem.id,$problem.client.id,$problem.msp.id,$problem.serviceProviderId) | Access URL of the problem. |
| Application | $problem.application | Application of the problem. |
| Assigned user | $problem.assignedTo.fullName | Assigned user to the problem. |
| Assignee group name | $problem.assigneeGroup.name | Assignee Group name of the problem. |
| Associated change request ID | $problem.changeRequest.id | Associated changeRequest ID of the problem. |
| Attachment base64 binary | $utils.attachmentData($problem.latestResponse.attachments) | Attached file content in base64 binary data. |
| Attachment file multipart | $utils.attachmentMultipart($problem.latestResponse.attachments,$problem.client.uniqueId,$installedAppId,$problem.uniqueId,$problem.latestResponse.id,$entity) | Attached file multipart. |
| Attachment file name | $utils.attachmentFileName($problem.latestResponse.attachments) | Attached file name of incident. |
| Attachment type | $utils.attachmentFileType($problem.latestResponse.attachments) | Attached file type of incident. |
| Category | $utils.ticketCategory(false,$problem.id) | Category of the problem. |
| cc | $problem.cc | cc of the problem. |
| Client name | $problem.client.name | Client of the problem. |
| Client unique ID | $problem.client.uniqueId | Client UniqueId of the problem. |
| Client UUID | $problem.client.uuid | Client uuid of the problem. |
| Conversations | $utils.ticketConversations($problem.id,limit,isHMTL,latestOrder) | Total conversations of ticket based on filtering limit. |
| Created date | $utils.convertDate($problem.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") | Created date of the problem. |
| Description | $problem.impact | Description of the problem. |
| Estimated Hours | $utils.minutesToHours($problem.estimatedHours) | Estimated Hours of the problem. |
| External ticket ID | $utils.extEntityId($problem.id,$installedAppId,$entity) | External ticket id of the problem. |
| External Client ID | $utils.extClientId($problem.client.id) | External Client ID of Client. |
| Latest comment description | $problem.latestResponse.description | Latest comment description of the problem. |
| Latest comment HTML description | $problem.latestResponse.htmlDescription | Latest comment description of the problem in HTML format. |
| Latest comments added by | $problem.latestResponse.creator.fullName | User who added latest response to problem. |
| Latest KB description | $utils.kbArticleDetails($problem.id,$entity,"content") | Description of latest KB article IDs attached. |
| Latest KB ID | $utils.ticketAccessURL($incident.id,$incident.client.id,$incident.msp.id,$incident.serviceProviderId) | Access URL of the incident. |
| Latest KB subject | $utils.kbArticleDetails($problem.id,$entity,"uniqueId") | Access URL of the incident. |
| List KB article IDs | $utils.kbArticleIds($problem.id,$entity) | Returns List of KB article IDs attached. |
| Partner name | $problem.msp.name | Partner of the problem. |
| Partner unique ID | $problem.msp.uniqueId | Partner UniqueId of the problem. |
| Partner UUID | $problem.msp.uuid | Partner uuid of the problem. |
| Priority | $problem.priority.name | Priority of the problem. |
| Priority updated by | $problem.priorityUpdatedBy.fullName | User who updated priority of the problem. |
| Problem ID | $problem.uniqueId | ID of the problem. |
| Reason to change status | $problem.reason.name | Corresponding reason to change problem status. |
| Reported by | $problem.requester.fullName | User who has created the problem. |
| Resolution summary | $problem.notes | Resolution summary of the problem. |
| Root cause | $problem.rootCause | Root cause of the problem. |
| Source entity | $problem.sourceEntityType.name | From which source the problem was created (e.g, Alert or API, etc.). |
| Source entity ID | $problem.sourceEntityTypeId | ID of the source from which problem was created(e.g, Alert ID). |
| Status | $problem.status.name | Status of the problem. |
| Status updated by | $problem.statusUpdatedBy.fullName | User who updated the status of the problem. |
| Sub category | $utils.ticketCategory(true,$problem.id) | Sub Category of the problem. |
| Subject | $problem.subject | Subject of the problem. |
| Updated by | $problem.lastUpdatedBy.fullName | User who has updated the problem. |
| Work around | $problem.workaround | Work around of the problem. |
Resource
| Name | Token | Description |
|---|---|---|
| Impacted first resource group | $utils.resourcesGroupDetails($problem.groups,"name") | Impacted first resource group. |
| Impacted resource id(s) | $problem.deviceIds | Assigned device id(s) of the problem. |
| Impacted resource name(s) | $problem.deviceList | Assigned device name(s) of the problem. |
| Impacted resource(s) location | $utils.locationDetails($problem.resources,"name") | Assigned device(s) location of the problem. |
Custom Fields
| Name | Token | Description |
|---|---|---|
| problem_Partner | $utils.customField($problem.msp.id,$problem.id,"problem","problem_Partner") | problem_Partner |
Functions
| Name | Token | Description |
|---|---|---|
| Concatenate strings | $utils.concatenateStrings( | Concatenate two strings. |
| replaceString | $utils.replaceString( | Replace Function |
| substring | $utils.substring( | Substring Function |
| truncate | $utils.truncate( | Truncate Function |
Change Request
Change Request
| Name | Token | Description |
|---|---|---|
| Access URL | $utils.ticketAccessURL($change.id,$change.client.id,$change.msp.id,$change.serviceProviderId) | Access URL of the change. |
| Assigned user | $change.assignedTo.fullName | Assigned user to the change request. |
| Assignee group name | $change.assigneeGroup.name | Assignee Group name of the change request. |
| Attachment base64 binary | $utils.attachmentData($change.latestResponse.attachments) | Attached file content in base64 binary data |
| Attachment file multipart | $utils.attachmentMultipart($change.latestResponse.attachments,$change.client.uniqueId,$installedAppId,$change.uniqueId,$change.latestResponse.id,$entity) | Attached file multipart. |
| Attachment file name | $utils.alertState($incident.alertIdList) | Incident Related Alert status. |
| Attachment type | $utils.attachmentFileName($change.latestResponse.attachments) | Attached file type of incident |
| Category | $utils.ticketCategory(false,$change.id) | Category of the change request. |
| cc | $change.cc | cc of the change request. |
| Change plan | $change.changePlan | Change plan of the change request. |
| Change request ID | $change.uniqueId | ID of the change request. |
| Change type | $change.changeType.name | Change type of the change request. |
| Client name | $change.client.name | Client of the change request[]. |
| Client unique ID | $change.client.uniqueId | Client UniqueId of the change request. |
| Client UUID | $change.client.uuid | Client uuid of the change request. |
| Conversations | $utils.ticketConversations($change.id,limit,isHMTL,latestOrder) | Total conversations of ticket based on filtering limit. |
| Created date | $utils.convertDate($change.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") | Created date of the change request. |
| Description | $change.impact | Description of the change request. |
| External Client ID | $utils.extClientId($change.client.id) | External Client ID of Client. |
| External ticket ID | $utils.extEntityId($change.id,$installedAppId,$entity) | External ticket id of the change request. |
| Group | $change.groups.name | Name of group attached to the change. |
| Latest comment description | $change.latestResponse.description | Latest comment description of the change request. |
| Latest comment HTML description | $change.latestResponse.htmlDescription | Latest comment description of the change request in HTML format. |
| Latest comments added by | $change.latestResponse.creator.fullName | User who added latest response to change. |
| Latest KB description | $utils.kbArticleDetails($change.attachedKBIds,$change.id,$entity,"content") | Description of latest KB article IDs attached. |
| Latest KB ID | $utils.kbArticleDetails($change.attachedKBIds,$change.id,$entity,"uniqueId") | UniqueId of latest KB article IDs attached. |
| Latest KB subject | $utils.kbArticleDetails($change.attachedKBIds,$change.id,$entity,"subject") | Subject of latest KB article IDs attached. |
| List KB article IDs | $utils.kbArticleIds($change.attachedKBIds,$change.id,$entity) | Returns List of KB article IDs attached. |
| Partner name | $change.msp.name | Partner of the change request. |
| Partner unique ID | $change.msp.uniqueId | Partner UniqueId of the change request. |
| Partner UUID | $change.msp.uuid | Partner uuid of the change request. |
| Planned end date | $utils.convertDate($change.plannedEnd,"yyyy-MM-dd'T'HH:mm:ssZ") | Planned end date of the change request. |
| Planned start date | $utils.convertDate($change.plannedStart,"yyyy-MM-dd'T'HH:mm:ssZ") | Planned start date of the change request. |
| Priority | $change.priority.name | Priority of the change request. |
| Priority updated by | $change.priorityUpdatedBy.fullName | User who updated priority of the change. |
| Reason to change status | $change.reason.name | Corresponding reason to change the change request status. |
| Reported by | $change.requester.fullName | User who has created the change request. |
| Resolution summary | $change.notes | Resolution summary of the change request. |
| Rollback plan | $change.rollbackPlan | Rollback plan of the change request. |
| Source entity | $change.sourceEntityType.name | From which source the change was created (e.g, Alert or API, etc.). |
| Source entity ID | $change.sourceEntityTypeId | ID of the source from which change was created(e.g, Alert ID). |
| Status | $change.status.name | Status of the change request. |
| Status updated by | $change.statusUpdatedBy.fullName | User who updated the status of the change. |
| Sub category | $utils.ticketCategory(true,$change.id) | Sub Category of the change request. |
| Subject | $change.subject | Subject of the change request. |
| Test plan | $change.TestPlan | Test plan of the change request. |
| Updated by | $change.lastUpdatedBy.fullName | User who has updated the change request. |
| Work end date | $utils.convertDate($change.workEnd,"yyyy-MM-dd'T'HH:mm:ssZ") | Work end date of the change request. |
| Work start date | $utils.convertDate($change.workStart,"yyyy-MM-dd'T'HH:mm:ssZ") | Work start date of the change request. |
Resource
| Name | Token | Description |
|---|---|---|
| Impacted first resource group | $utils.resourcesGroupDetails($change.groups,"name") | Impacted first resource group. |
| Impacted resource id(s) | $change.deviceIds | Assigned device id(s) of the change request. |
| Impacted resource name(s) | $change.deviceList | Assigned device name(s) of the change request. |
| Impacted resource(s) location | $utils.locationDetails($change.resources,"name") | Assigned device(s) location of the change request. |
Functions
| Name | Token | Description |
|---|---|---|
| Concatenate strings | $utils.concatenateStrings( | Concatenate two strings. |
| replaceString | $utils.replaceString( | Replace Function. |
| substring | $utils.substring( | Substring Function |
| truncate | $utils.truncate( | Truncate Function. |
Task
Task
| Name | Token | Description |
|---|---|---|
| Access URL | $utils.ticketAccessURL($task.id,$task.client.id,$task.msp.id,$task.serviceProviderId) | Access URL of the task. |
| Assigned user | $task.assignedTo.fullName | Assigned user to the task. |
| Assignee group name | $task.assigneeGroup.name | Assignee Group name of the task. |
| Attachment base64 binary | $utils.attachmentData($task.latestResponse.attachments) | Attached file content in base64 binary data. |
| Attachment file multipart | $utils.attachmentMultipart($task.latestResponse.attachments,$task.client.uniqueId,$installedAppId,$task.uniqueId,$task.latestResponse.id,$entity) | Attached file multipart. |
| Attachment file name | $utils.attachmentFileName($task.latestResponse.attachments) | Attached file name of incident. |
| Attachment type | $utils.attachmentFileType($task.latestResponse.attachments) | Attached file type of incident. |
| Category | $task.entityCategory.categoryName | Category of the task. |
| cc | $task.cc | cc of the task. |
| Client name | $task.client.name | Client of the task. |
| Client unique ID | $task.client.uniqueId | Client UniqueId of the task. |
| Client UUID | $task.client.uuid | Client uuid of the task. |
| Conversations | $utils.ticketConversations($task.id,limit,isHMTL,latestOrder) | Total conversations of ticket based on filtering limit. |
| Created date | $utils.convertDate($task.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") | Created date of the task. |
| Description | $task.impact | Description of the task. |
| Due date | $utils.convertDate($task.endDate,"yyyy-MM-dd'T'HH:mm:ssZ") | Due date of the task. |
| Estimated Hours | $utils.minutesToHours($task.estimatedHours) | Estimated Hours of the task. |
| External Client ID | $utils.extClientId($task.client.id) | External Client ID of Client. |
| External ticket ID | $utils.extEntityId($task.id,$installedAppId,$entity) | External ticket id of the task. |
| Latest comment description | $task.latestResponse.description | Latest comment description of the task. |
| Latest comment HTML description | $task.latestResponse.htmlDescription | Latest comment description of the task in HTML format. |
| Latest comments added by | $task.latestResponse.creator.fullName | User who added latest response to task. |
| Latest KB description | $utils.kbArticleDetails($task.attachedKBIds,$task.id,$entity,"content") | Description of latest KB article IDs attached. |
| Latest KB ID | $utils.kbArticleDetails($task.attachedKBIds,$task.id,$entity,"uniqueId") | UniqueId of latest KB article IDs attached. |
| Latest KB subject | $utils.kbArticleDetails($task.attachedKBIds,$task.id,$entity,"subject") | Subject of latest KB article IDs attached. |
| List KB article IDs | $utils.kbArticleIds($task.attachedKBIds,$task.id,$entity) | Returns List of KB article IDs attached. |
| Partner name | $task.msp.name | Partner of the task. |
| Partner unique ID | $task.msp.uniqueId | Partner UniqueId of the task. |
| Partner UUID | $task.msp.uuid | Partner uuid of the task. |
| Priority | $task.priority.name | Priority of the task. |
| Priority updated by | $task.priorityUpdatedBy.fullName | User who updated priority of the task. |
| Project | $task.project | project of the task. |
| Reason to change status | $task.reason.name | Corresponding reason to change task status. |
| Reported by | $task.requester.fullName | User who has created the task. |
| Resolution summary | $task.notes | Resolution summary of the task. |
| Source entity | $task.sourceEntityType.name | From which source the task was created (e.g, Alert or API, etc.). |
| Source entity ID | $task.sourceEntityTypeId | ID of the source from which task was created(e.g, Alert ID). |
| Start date | $utils.convertDate($task.startDate,"yyyy-MM-dd'T'HH:mm:ssZ") | Start date of the task. |
| Status | $task.status.name | Status of the task. |
| Status updated by | $task.statusUpdatedBy.fullName | User who updated the status of the task. |
| Sub category | $task.subCategory.categoryName | Sub Category of the task. |
| Subject | $task.subject | Subject of the task. |
| Task ID | $task.uniqueId | ID of the task. |
| Updated by | $task.lastUpdatedBy.fullName | User who has updated the task. |
Resource
| Name | Token | Description |
|---|---|---|
| Impacted first resource group | $utils.resourcesGroupDetails($task.groups,"name") | Impacted first resource group. |
| Impacted resource id(s) | $task.deviceIds | Assigned device id(s) of the task. |
| Impacted resource name(s) | $task.deviceList | Assigned device name(s) of the task. |
| Impacted resource(s) location | $utils.locationDetails($task.resources,"name") | Assigned device(s) location of the task. |
Custom Fields
| Name | Token | Description |
|---|---|---|
| Action | $utils.customField($task.serviceProviderId,$task.id,"task","Action") | Action |
Functions
| Name | Token | Description |
|---|---|---|
| Concatenate strings | $utils.concatenateStrings( | Concatenate two strings. |
| replaceString | $utils.replaceString( | Replace Function |
| substring | $utils.substring( | Substring Function |
| truncate | $utils.truncate( | Truncate Function |
Custom Field
Custom Field
| Name | Token | Description |
|---|---|---|
| Search | $searchStr | Search String. |