Help with text_api.cfg file

[Tammy Zadell]

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

[Alexander Perretti]

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=

[Tammy Zadell]

Hi Alex,

 

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

[Alexander Perretti]

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.

[Tammy Zadell]

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!

 

[Gordon Preston]

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

[Tammy Zadell]

Hi Gordon, that worked!

 

 

Thanks everyone....

[Tammy Zadell]

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..... 

[Tammy Zadell]

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

[Alexander Perretti]

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

[Tammy Zadell]

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

[Gordon Preston]

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

[Tammy Zadell]

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!