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