A value is not added to a custom field of an Incident ticket when a ticket is created by an email.
Article ID: 377772
Updated On:
Products
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.
AHD58046:Successfully Created Incident 68.
AHD58041:Invalid Input (%zCreateMethod=Phone). Input will be ignored.
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.
NOTE: Creating spl file is customizations and it is out of scope of the Broadcom support.
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