Tokens are used frequently in various areas in CloudRadial.
To put them simply, they're placeholder values that are denoted with the @ sign, followed by some kind of text help clarify what they're being replaced by.
For problem reports, service requests and policy issues you have a lot of flexibility as to where information is routed including your PSA, email and Teams or Slack channels. As you create these items, you could find yourself using your current configurations. However, if you want to make any changes later, you typically would be required to update every piece of content with the new values.
To avoid this problem, CloudRadial features a token capability at both a Partner and Company level. Company tokens always take precedence. Tokens start with “@” and are case-sensitive. At execution time, the token is replaced with the current value, first by looking at company token matches, and then at partner token matches. Unmatched tokens are not replaced.
Use tokens wherever possible for as many options as possible to make it easy to make global changes.
Below is an example of a common set of tokens that you will see when connected to a PSA, as well as an explanation of where each token is applied. Tokens that pre-populate within the system automatically are referred to as "Default Tokens" and are highlighted in bold.
| @BillingBoard |
Used to denote a specific board/queue that should be sent to a billing board. This is not pre-placed anywhere in the system by default. |
| @DefaultBoard |
Used to denote which board/queue the ticket will be sent to. This token is placed within all problem reports/service requests. |
| @DefaultPartnerTeams |
Used to denote the Teams webhook URL that notifies the Partner-level teams when new tickets are submitted. This is placed within all tickets in the system. |
| @DefaultPriority |
Used to denote which level of priority a ticket will have when submitted to a PSA. This is placed within all tickets in the system. |
| @DefaultSource |
Used to denote which level of priority a ticket will have when submitted to a PSA. This is placed within all tickets in the system. |
| @DefaultStatus |
Used to denote which status a ticket will have when submitted to a PSA. This placed within all tickets in the system. |
| @DefaultSubtype |
Used to denote which subtype a ticket will have when submitted to a PSA. This is not pre-placed anywhere in the system by default. |
| @DefaultTeams |
Used to denote the Teams webhook URL that notifies the company-level teams when new tickets are submitted. This is placed within all tickets in the system. |
| @DefaultType |
Used to denote which type a ticket will have when submitted to a PSA. This is not pre-placed anywhere in the system by default. |
| @PolicyBoard |
Used to denote a specific board/queue that should be sent to a policy board (similar to what many MSPs do for RMM tickets). This is only placed within tickets that originate from Compliance > Policies. More information on these can be found here: https://youtu.be/X_ijI0ncaBo |
| @ProjectBoard |
Used to denote a specific board/queue that should be sent to a project board. This is not pre-placed anywhere in the system by default. |
| @ReportBoard |
Used to denote a specific board/queue that should be sent to a reporting board. This is only placed within tickets that originate from Compliance > Reports. More information on these can be found here: |
| @SalesBoard |
Used to denote a specific board/queue that should be sent to a sales board. This is not pre-placed anywhere in the system by default. |
| @SupportEmail* |
Used to denote a specific support email that can be used for email routing purposes within a ticket. *This is only used by default for those using CloudRadial without a PSA, as we utilize email connectors to send out tickets in these cases. In cases where the MSP has a PSA, this is not used anywhere by default. |
To set a partner token:
- Expand the Partner tab and choose the PSA option. You can use tokens even if you are not using a supported PSA.
- Click the Tokens tab underneath the page title.
- Edit your tokens and their values. Do not include the ampersand in the token name.
To set a token at the company level:
- Expand the Partner tab and choose the Clients tab.
- Select a client and click the Tokens tab.
- Edit your tokens and their values. Do not include the ampersand in the token name.
You can define tokens with no values so that any their usage results in either no value as in email or channels or the default choices in the case of a PSA board option.
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