CA Service Management

Expand all | Collapse all

Help with text_api.cfg file

Jump to Best Answer
  • 1.  Help with text_api.cfg file

    Posted 06-30-2014 06:36 PM

    Hi everyone,

     

    I'm trying to add an entry to the text_api.cfg file to allow an incoming email to send a value to popluate in the 'External System Ticket' field.

     

    I've added this entry to the [KEYWORDS] section of the text_api.cfg file --> INCIDENT.extern_ref.STRING

    Then I restarted the text_api_nxd process.

     

    My test email has this in the email body, but the value isn't being populated in the field of the incident ticket ---> %extern_ref=999999

     

     

    Do I have the correct format?  What am I doing wrong?

     

    Thanks.

    Tammy



  • 2.  Re: Help with text_api.cfg file

    Broadcom Employee
    Posted 07-01-2014 03:14 PM

    Tammy,

     

    Try using this in the text_api.cfg file:

     

    INCIDENT.EXTERN_REF=extern_ref.STRING

     

    Then for the body of the message use:

     

    %EXTERN_REF=



  • 3.  Re: Help with text_api.cfg file

    Posted 07-01-2014 06:12 PM

    Hi Alex,

     

    Thanks, I tried that and still no value is being pushed to the field....



  • 4.  Re: Help with text_api.cfg file

    Broadcom Employee
    Posted 07-01-2014 06:15 PM

    Tammy,

     

    That's interesting, I tested and confirmed it in my lab prior to posting it. You may have to restart the pdm_text_nxd and pdm_maileater_nxd for the change to propigate.



  • 5.  Re: Help with text_api.cfg file

    Posted 07-01-2014 06:33 PM

    Hi Alex,

     

    Tried restarting both and tested again, still nothing in the field.

     

    Here's a screen print of the text_api.cfg file and the test email, in case there's something you see that I can't see!

     

    text_api.cfg and email.png



  • 6.  Re: Help with text_api.cfg file
    Best Answer

    Broadcom Employee
    Posted 07-01-2014 07:50 PM

    Hi Tammy,

     

    The 'External System Ticket' attribute is actually external_system_ticket so you may want to try the following in the text_api.cfg file:

     

    INCIDENT.EXTERNAL_SYSTEM_TICKET=external_system_ticket.STRING


    and include the following in your input.


    %EXTERNAL_SYSTEM_TICKET=999999


    I hope that this helps.


    Gordon



  • 7.  Re: Help with text_api.cfg file

    Posted 07-02-2014 06:55 AM

    Hi Gordon, that worked!

     

     

    Thanks everyone....



  • 8.  Re: Help with text_api.cfg file

    Posted 07-02-2014 07:12 AM

    Ok, one more question.  The other text that was in the email body was handled to the ticket separately as a 'log comment' activity.  This is the first time I've tried sending values to prepopulate fields in the ticket -- is this normal?  We send emails to the group/analyst when a ticket is created and when comments are added to tickets, so this causes 2 emails to be sent when the ticket is created..... 



  • 9.  Re: Help with text_api.cfg file

    Posted 07-02-2014 07:49 AM

    Ok, I've done further testing and have found that if you put the additional text above the part that is sending the value for the field, it doesn't create a separate 'log comment' activity.

     

    Thanks again, everyone!

    Tammy



  • 10.  Re: Help with text_api.cfg file

    Broadcom Employee
    Posted 07-02-2014 09:17 AM

    Thank Gordon, I somehow misread the field Tammy was looking to update



  • 11.  Re: Help with text_api.cfg file

    Posted 07-02-2014 06:06 PM

    I'm thanking everyone, Alex.. I appreciate anyone trying to help!

     

    Ok, so here's another question (giving you another chance!) 

     

    Is there a special format for sending more than one field value in the email body?

    (I'm trying to make sense out of page 425 of the Admin guide, but it's a bit confusing...or I'm just tired.  Not sure which)

     

    When I send an email with both of these values, the first one works but the second one becomes a 'Log Comment' --

     

    %EXTERNAL_SYSTEM_TICKET=999999

    %REQUEST.ASSIGNEE=TZ26297



  • 12.  Re: Help with text_api.cfg file

    Broadcom Employee
    Posted 07-02-2014 06:28 PM

    Hi Tammy,

     

    I don't think you need the %REQUEST. for specifying the assignee.Try the following:

     

    %EXTERNAL_SYSTEM_TICKET=999999

    %ASSIGNEE=TZ26297


    Regards,

    Gordon



  • 13.  Re: Help with text_api.cfg file

    Posted 07-02-2014 06:41 PM

    Well, duh, yeah... I should have actually known better on that one, since I didn't need it for the other field.  I'm tired... Time to go home!

     

    That worked.  Gordon is definitely 'the man' for the api stuff!  


    Thanks!