Working with Escalation Policy › How to Create Escalation Policy › Create Escalation Actions › Expandable Runtime Tokens

Expandable Runtime Tokens

CA SOI substitutes values for expandable runtime tokens to provide specific values in escalation action policies (help desk tickets, announcements, and emails). All CA SOI alert properties and USM alert properties have expandable runtime tokens available. The following tokens are examples of the tokens that are available:

• alert acknowledgement status
• alert cleared date
• alert queue name
• alert queue priority
• customer name
• customer priority
• maintenance flag status
• service impact
• URL to a helpdesk ticket

You can use expandable runtime tokens in the following situations:

• When you assign values to a property that you are adding to a Create Ticket or Create Announcement action
• When you populate the Message, Subject, Recipients, and From fields in a Send Email action
• When you populate the Command field in an Run a Command action
• When you add values to parameters in an Execute Automated Process action

For example, you can use the value for Assignee as set in the Alert Details tab in the Component Detail pane. In a Send Email escalation action, select $[Assigned] in the Property Value column, or right-click the Message field in the Escalation Action Editor and select $[Assigned].

To display a list of available tokens, perform one of the following actions:

• Right-click a field in a Send Email or Execute Command action and select More.
• Expand the Property Value drop-down list in a Create Ticket or Create Announcement action.
• Click More in the Available property values list of the Property Editor dialog.

The Select Runtime Token dialog opens when you click More and list every available token and the USM types to which it belongs.

Although the purpose of most tokens is obvious by its name, the following tokens require an additional explanation:

$[Cleared Date]

Specifies the date an Operator cleared an alert.

$[Login User]/[$Login Host]

An administrator can use the $[Login User] token in defining Take Action policies. This token identifies the user that is logged into the Operations Console. Use this token to identify an operator opening a ticket, sending an announcement, or sending an email. This token is useful for environments that do not use automatic escalation policy and operators open tickets manually.

If you use this token in an automatic escalation policy, the token cannot identify a user name and the token displays as Not Set.

Similar to $[Login User], you can use the $[Login Host] token to identify the name of the host on which the Operations Console was opened.

$[Mobile UI URL]

Displays as a URL link in emails and tickets. The user clicks the URL to launch the Mobile Dashboard and display the CI associated with the alert. You must enable use of this token.

$[USM Web View URL]

The token lets a user click the URL to launch USM Web View and display the CI that is associated with the alert. You must enable use of this token.