Adding additional fields to the text_api.cfg file.

Products

• CA IT Asset Manager
• CA Software Asset Manager (CA SAM)
• ASSET PORTFOLIO MGMT- SERVER
• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• CA Service Management - Asset Portfolio Management
• CA Service Management - Service Desk Manager

Issue/Introduction

Description:

This is how to define a customized field added by users as a Keyword in the file text_api.cfg.

This change works to specify data in the customized field when creating tickets by incoming emails or other data sources such as CA NSM.

Solution:

1. Open the file $NX_ROOT\site\text_api.cfg with a text editor such as Microsoft Notepad, where $NX_ROOT is the Service Desk installation path.
   
   
2. Locate the [KEYWORDS] section and add the field you want to add.
   
   NOTE: The keywords must be in upper case.
   
   e.g. If you want to add a column 'zCustomer_ID', the Keyword should be:

        REQUEST.ZHELPDESK_ID=zHelpdesk_ID.(Output Type).(Method)

   Please refer to Administration Guide - Chapter 10 Create Objects Using Text API for more details of Conversion Method.
   
   
3. Locate [EMAIL_DEFAULTS] and specify a value for the added column.

        e.g. REQUEST.ZHELPDESK_ID=(Default value you want to specify )

4. Save it and recycle Service Desk.

Environment

Release: CACMDB99000-11.1-CMDB
Component: