Can pdm_text_cmd update an inactive ticket?
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Can pdm_text_cmd update an inactive ticket?


Article ID: 35438


Updated On:


SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service CA Service Desk Manager CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager



The command "pdm_text_cmd" may be used to update data within CA Service Desk Manager/ITSM.

It is the command line interface for the Text API.

You may use it to create and update objects such as Call Requests, Incidents Change Orders, Issues, Assets, and Contacts.



Can pdm_text_cmd be used to update inactive tickets?


There is a variable for inbound email that allows the update of inactive tickets by the pdm_maileater_nxd process in NX.env:


However, pdm_text_cmd does not seem to be tied to this.



All versions of CA Service Desk Manager, including ITSM 14.



No. The pdm_text_cmd may not update closed tickets.

There is no equivalent variable.


Consider workarounds such as:

  1. An update by a different method (see below) to make the ticket Active.
  2. A second update to provide your change via pdm_text_cmd.
  3. Close the ticket.


Or use alternative update methods such as:

  • Inbound email 
  • The pdm_load/pdm_userload commands
  • The pdm_mail command 
  • Direct database update

CAUTION: All direct data manipulation should be done with care. The normal web interface data integrity checks are bypassed. It is possible to cause your system to become inoperable. 


Additional Information:


CA 14.1 Wiki:




Release: SDMU0M99000-14.1-Service Desk Manager-Full License