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

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.