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?
Try using this in the text_api.cfg file:
Then for the body of the message use:
Thanks, I tried that and still no value is being pushed to the field....
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.
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!
The 'External System Ticket' attribute is actually external_system_ticket so you may want to try the following in the text_api.cfg file:
and include the following in your input.
I hope that this helps.
Hi Gordon, that worked!
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.....
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!
Thank Gordon, I somehow misread the field Tammy was looking to update
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' --
I don't think you need the %REQUEST. for specifying the assignee.Try the following:
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!