Can pdm_text_cmd update an inactive ticket?
Article ID: 35438
Updated On:
Products
Issue/Introduction
Introduction:
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.
Question:
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:
@NX_EMAIL_ALLOW_UPDATE_ON_INACTIVE=1
However, pdm_text_cmd does not seem to be tied to this.
Environment:
All versions of CA Service Desk Manager, including ITSM 14.
Answer:
No. The pdm_text_cmd may not update closed tickets.
There is no equivalent variable.
Consider workarounds such as:
- An update by a different method (see below) to make the ticket Active.
- A second update to provide your change via pdm_text_cmd.
- 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:
Environment
Component:
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