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Is it possible to create Incidents and Problems using the email interface (maileater) ?

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Article ID: 53401

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Updated On:

Products

CA Service Management - Service Desk Manager CA Service Desk Manager

Issue/Introduction

When using itil methodology, is it possible to create Incidents and Problems using the email interface?

Environment

Release:  14.1 and higher
Component: CA Service Management

Resolution

We need to edit the $NX_ROOT\site\text_api.cfg file to achieve this.
Important Note:
   Back up the original text_api.cfg file before editing it.
   Perform the actions on a test system first.

Steps:

  1. Edit the text_api.cfg file and add the following line in the "KEYWORDS" section:
    REQUEST.TYPE=type.STRING

  2. Save the file and recycle USVD service.

  3. In the email message body (with subject "request" or "cr", see NX_ROOT/site/pdm_maileater.cfg for valid request subjects), use %TYPE=I for Incidents or %TYPE=P for problems.