Using maileater to update configuration items

Products

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

Issue/Introduction

Maileater cannot be used to submit updates to configuration items.  There are configuration item (CI...) and asset (ASSET...) entries in the text_api.cfg file, however, these should not be used for this purpose as the result will not be successful.  The proper methodology to submit updates to configuration items is explained.

Environment

Service Desk Manager v17.x and higher

Resolution

In CA Service Desk Manager, Maileater (and the underlying Text API) is not designed or documented for direct updates to Configuration Items (CIs). Maileater is primarily used for managing ticket-based objects such as Requests, Incidents, Problems, Change Orders, and Issues.

Note: The "CI..." and "ASSET..." items in the text_api.cfg file are remnants of previously available functionality that was discontinued many versions ago.  Service Desk doesn't use them at all.

For updating CMDB/Configuration Item data, you should use the tools designed for that purpose: GRLoader or Web Services.

Recommended Alternatives for CI Updates

If you need to automate updates to your Configuration Items, use one of the following Broadcom-supported methods:

1. GRLoader (Recommended)
   GRLoader is the standard utility for importing and updating CI data. It can process XML, Excel, or JDBC sources.
   
   Standard Use Case: Periodic bulk updates from a discovery tool or spreadsheet.
   Safety: GRLoader uses the CMDB reconciliation engine to prevent duplicate CIs and ensure data integrity.
   Documentation: General Resource Loader - GRLoader
2. REST or SOAP Web Services
   Use the updateObject method (SOAP) or PUT request (REST) targeting the nr (Configuration Item) object.
   
   Standard Use Case: Real-time updates from external automation systems.
   Documentation: Web Services Methods

Warning

Do not attempt to modify the $NX_ROOT\site\text_api.cfg file to add a custom [NR] section for Maileater. Configuration Items have complex attributes and relationships that the Text API is not equipped to handle. Attempting to force CI updates through Maileater can result in data corruption or orphaned records in the CMDB.