A value is not added to a custom field of an Incident ticket when a ticket is created by an email.

Products

• CA Service Management - Service Desk Manager
• CA Service Desk Manager

Issue/Introduction

A custom table and a column are created, and a custom field that refers to the custom column is added to the Incident Detail screen. In order for adding a value to the added custom filed via an email, the following lines are added under the "[keywords]" section in text_api.cfg file stored under (Service Desk)\site folder. 

e.g.

Custom Table: zCustomTable
Custom column: zCreateMethod 

> From text_api.cfg,

INCIDENT.ZCREATEMETHOD=zCustomTable.INTEGER.lookup_zCreateMethod
INCIDENT.ZCREATEMETHOD_PERSID=zCustomTable.INTEGER.lookup_zCustomTable_by_persid

> Message contents of an email sent out to SDM

%zCreateMethod=phone
%category=email 

When an email with the above message contents is sent out to SDM, a new Incident ticket is created successfully, but a value of the custom filed, zCreateMethod, is not filled in as expected and the following error message is logged in the generated ticket, under the ticket's activity log.

   AHD58046:Successfully Created Incident 68.
   AHD58041:Invalid Input (%zCreateMethod=Phone). Input will be ignored. 

Environment

All releases of Service Desk

Resolution

To add the value of the customer field in the custom table through the email, customization will be required. 

It is needed to create a new custom spl file under (Service Desk)\site\mods\majic to define lookup_zCreateMethod and lookup_zCreateMethod_by_persid methods because the table zCreateMethod is a custom table and there is no predefined methods for it.

Additional Information

NOTE: Creating spl file is customizations and it is out of scope of the Broadcom support.