Predefined Tokens with Automations and Service Requests

Utilizing Automations with Service Requests will allow you to take advantage of some predefined tokens that are defined when the form submission happens. You can learn more about Automations here.

These predefined token values are:

• User Tokens:
  @UserEmail - user email address
  @UserFirstName - user first name
  @UserLastName - user last name
  @UserMobile - user mobile number if applicable
  @UserPhone - user direct phone number
  @UserPsaId - user PSA identifier
  @UserOfficeId - user Microsoft 365 identifier
  @UserIsAdmin - true/false if user is an admin in CloudRadial
  @UserIsPriority - true/false if user has Priority box checked on their settings
  
  
• Company Tokens:
  @CompanyName - your client's company name
  @CompanyPsaId - your client's PSA record ID
  @CompanyTenantId - your client's Microsoft 365 Tenant ID
  
  
• Ticket Tokens:
  @TicketId - the ticket ID
  @TicketSubject - the subject of the ticket
  @TicketDescription - the ticket description
  @CheckList - this data comes for the Checklist tab in a form
  
  

• There are three reserved token names which you can use without specifying them under the PSA routing options. These predefined token values are:

  @PartnerName - Your name as defined in your Account | Settings.
  @PartnerSupportEmail - Your email address as defined in your Account | Settings.
  @CompanyName - Your client's company name.
  @CompanyPSAKey - Your client's PSA record ID.
  
  

• Where tickets are coming from a user, these token values are also available:

  @UserName- User display name.
  @UserEmail - User email address.
  @UserPSAKey - User PSA record ID.
  @UserOneDrivePath - User web URL path to their OneDrive storage.

Note:

1. These tokens are specific to using Automations with Service Requests.
2. If the Field ID has the same name as a predefined token, then we use the value of the predefined token.
3. Predefined tokens cannot be overridden by question values.
4. If a Field ID has the same name as a global token, we use the value of the field, even if the field is empty or was never displayed. 
5. If the email/webhook refers to a token that is neither a FieldID, a standard field (#2 above) nor a global token, we do not attempt to replace the token.