LM Tokens can they be broken down
Hi, We have a ServiceNow integration and use the ##EXTERNALTICKETID## in our alerts views and dashboards.
However I believe tokens are clunky and not particularly granular.
For example ##EXTERNALTICKETID## also contains the integration name as part of the token. Something we do not want all we need is the TicketId as per the JSON payload. In addition it is not possible to rename the column header is alerts and dashboards. This makes look untidy.
Would it be possible to have something like:
##EXTERNALTICKETID.TICKET## with the ability to have a DISPLAYNAME option
##EXTERNALTICKETID.INTEGRATION##with the ability to have a DISPLAYNAME option
phakesley
Posted 2 years ago·Last reply 1 year ago
8 comments
Cole McDonald
·1 year agoSlightly old topic... but we're working this in another thread to see how we can get to it from the RestAPI: RestAPI Alerts access to ExternalTicketID | LogicMonitor - 18810
Cole McDonald
·1 year agoIn the alerts panel, I can absolutely see ##externalticketid## and have access to my ConnectWise Manage tickets, but I can't do anything with that data anywhere else useful other than the CW integration and the Alerts page. We drive alerts/ticket creations to Teams... and I can't include a link to the CW ticket in there, I can have a link to the alert, but that doesn't support our workflow.
Shack
·1 year agoUIv4 has a nice new column for the Incident. It adds the incident number as a hyperlink to ServiceNOW.
Joe Williams
·1 year agoThe issue there is, you have to use the ServiceNow integration. If you are doing your own thing, like you want back a number from a different platform, you get INTEGRATIONA - Error: Number1234 instead of just Number 1234.
Cole McDonald
·1 year agoThis is something I've mentioned to LM quite a few times as our current number one missing piece. ##externalticketid.<integrationName>## would be amazing.
phakesley
OP2 years agoThanks and useful insight I have submitted some feedback lets see what happens.
LM User
·2 years agoThat said, the ##EXTERNALTICKETID## field is a list, not a string. So it would need to be something more like ##EXTERNALTICKETID.SERVICENOW.TICKET## or ##EXTERNALTICKETID.SERVICENOW.INTEGRATION##.
Being able to put have a display name shouldn't be part of the token, but part of the dashboard configuration. When adding the column, being able to put something like ##EXTERNALTICKETID.SERVICENOW.TICKET##Ticket No.## when adding the column would be great. That way the same field can have different names depending on where it's being used.
LM User
·2 years agoI love this idea. However, posting it in the community, while it will gather support from other community members, will not likely get the attention of the product managers. You'll need to submit this through your portal under support >> contact support >> provide feedback.
That said, for a long time that system has been a black hole of ideas (ask any customer who has submitted feedback). There are glimmers of hope about some changes happening at LM that might change this, but I'll believe it when I see it.