CA Service Management

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  • 1.  MAILEATER - Update CALL_REQ New Fields by email

    Posted Jan 20, 2022 09:45 PM
    Hello,

    I am opening this new thread as the old one is just a question and cannot continue the conversation.

    The problem is that I need to update the field "external_system_ticket" via maileater. In first place I configured the tag in the text_api.cfg file with:

    ​INCIDENT.EXTERNAL_TICKET=external_system_ticket.STRING

    And @TED HOOSICK correct me with the following line (thanks Ted!):

    ​INCIDENT.EXTERNAL_SYSTEM_TICKET=external_system_ticket.STRING

    I made the fix in the text_api.cfg file, and restarted the system with pdm_tomcat_nxd -c stop ... start  but still not works.

    My email contains:

    %Status=En Proceso

    %EXTERNAL_SYSTEM_TICKET=RM1111

    %Incidente:16707%



    And the mail reaches the SDM because I am changing the ticket status with each test.


    According to manual the only thing to do us add the line to the text_api.cfg file.. may be I am still missing something?.

    Reference:
    Text Api Reference

    Thanks a lot,
    Jorge

    #maileater


  • 2.  RE: MAILEATER - Update CALL_REQ New Fields by email

    Posted Jan 21, 2022 05:51 PM
    Hi Jorge,

    Everything seems to be correct. You can restart the entire service? Or you may have to restart the pdm_text_nxd and pdm_maileater_nxd processes for the change to propigate.

    Regards.


    ------------------------------
    Ing. José Rodríguez Escamilla
    ABS Tecnología
    México
    ------------------------------



  • 3.  RE: MAILEATER - Update CALL_REQ New Fields by email

    Posted Jan 26, 2022 09:13 AM
    Thanks Jose and  Ted, I had to restart the server as the restarting of each individual service did not work.  Now it works pretty fine.  Case closed.
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