Is it possible to create Incidents and Problems using the email interface (maileater) ?
Article ID: 53401
CA Service Management - Service Desk Manager
CA Service Desk Manager
When using itil methodology, is it possible to create Incidents and Problems using the email interface?
Release: 14.1 and higher
Component: CA Service Management
We need to edit the $NX_ROOT\site\text_api.cfg file to achieve this.
Back up the original text_api.cfg file before editing it.
Perform the actions on a test system first.
- Edit the text_api.cfg file and add the following line in the "KEYWORDS" section:
- Save the file and recycle USVD service.
- 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.