Utility Tokens are used in the integration payload configuration for serviceDesk(incident ,task,service request, problem), resources and alerts in the Outbound Configurations.
Token Metrics
| Token | Description |
|---|---|
| $utils.ticketAccessURL($incident.id,$incident.client.id,$incident.msp.id,$incident.serviceProviderId) Example https://custombrandurl.com/ticket.do?id=INC000021 | This token provides the ticket accessUrl of Incident. |
| $utils.alertMetric($incident.alertIdList) | This Token provides the serviceName or metric attached to the alerts. |
| $utils.alertState($incident.alertIdList) | This Token provides the state of the alert. |
| $utils.attachmentData(${serviceDeskEntity}.latestResponse.attachments) Example: $utils.attachmentFileName($incident.latestResponse.attachments) | This token is used to get the details of attachments attached to the serviceDesk entity (incident,service request,task , change,request,problem). |
| $utils.convertDate(${serviceDeskEntity}.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ" $utils.convertDate(${serviceDeskEntity}.dueDate,"yyyy-MM-dd'T'HH:mm:ssZ") Examples: $utils.convertDate($incident.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") $utils.convertDate($serviceRequest.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") $utils.convertDate($problem.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") $utils.convertDate($change.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") $utils.convertDate($task.createdDate,"yyyy-MM-dd'T'HH:mm:ssZ") | This token is used to convert the provides date with the regex to accept different date patterns. |
| $utils.kbArticleDetails(${serviceDeskEntity}.id,$entity,"uniqueId") Examples: $utils.kbArticleDetails($incident.id,$entity,"uniqueId") $utils.kbArticleDetails($incident.id,$entity,"subject") $utils.kbArticleIds($incident.id,$entity) | This token provides the detail regarding the knowledge articles attached to the service desk entity. |
| $utils.concatenateStrings(startString,endString) | This is a concatenate string token. |
| $utils.substring(String,startDelimiter,endDelimiter) | This is a substring token. |
| $utils.locationDetails($incident.resources,"description") | This token returns the string value of the location or site details of description added to resources which are attached to incidents. |
| $utils.resourceDetails($incident.resources,"{modelAttribute}") Examples: $utils.resourceDetails($incident.resources,"uniqueId") $utils.resourceDetails($incident.resources,"dnsName") $utils.resourceDetails($incident.resources,"aliasName") | This token returns string value of the uniqueId,hostName,aliasName to resources which are attached to incidents. Model attribute is the column name in table below are some model attributes( uniqueId,dnsName,aliasName,hostName). |
| $utils.getvalueAsObject($defaultresource.jsonResProps,'instanceState') | This token provides the particular value from the provided json. |
| $utils.getvalueAsJSONObject($defaultresource.jsonResProps,'instanceState') | This token returns the json object and provides detail. |
| $utils.minutesToHours($task.estimatedHours) | This token converts the minutes to hours for the service desk entity. |
| $utils.escapeXmlChar(${entity}.description) Examples: $utils.escapeXmlChar($alert.description) | This token escapes the xml on the description for the entities like Incident,task,change,service request and alert. |