Routing Tokens

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 an ampersand “@” 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. 

To set a partner token:

1. Expand the Partner tab and choose the PSA option. You can use tokens even if you are not using a supported PSA.
2. Click the Tokens tab underneath the page title. 
3. Edit your tokens and their values. Do not include the ampersand in the token name.

To set a token at the company level:

1. Expand the Account tab (above Partner) and choose the Settings option.
2. Click on the Tokens tab underneath the page title. The orange icon indicates that this option only shows to partner administrators.
3. 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.