CA Service Management

 View Only
  • 1.  Maileater tag not working

    Posted Apr 04, 2020 02:48 PM
    ​Hi everyone,

    I've done this before successfully, but this one doesn't seem to be working.

    We have a custom field named zResolution, which is a basic text field similar to the Description field. 

    I've added the following lines to the 'Keywords' section of the text_api.cfg file, and restarted the pdm_text_nxd.exe process:

    INCIDENT.zRESOLUTION=zResolution.STRING
    REQUEST.zRESOLUTION=zResolution.STRING

    I'm sending an email with the below information in the email body.  All fields are being correctly populated with the values, except the zResolution field, which remains empty.  What am I doing wrong?

    This is the ticket description.

     

    %CUSTOMER=TZ26297
    %REQUESTER=TZ26297
    %CATEGORY=Account / Access Request.Add.RACF
    %GROUP=CA_Administration
    %ASSIGNEE=TZ26297
    %STATUS=Closed
    %ZRESOLUTION=This request has been completed.
    %RESOLUTION_CODE=Setup Complete
    Thanks,
    Tammy Zadell


  • 2.  RE: Maileater tag not working
    Best Answer

    Posted Apr 04, 2020 10:37 PM
    Hi Tammy,

    Is it possible that the definition is case-sensitive? Try this:

    INCIDENT.ZRESOLUTION=zResolution.STRING
    REQUEST.ZRESOLUTION=zResolution.STRING


    ------------------------------
    Lindsay Estabrooks
    Principal Consultant
    IT-EDU Consultants
    ------------------------------



  • 3.  RE: Maileater tag not working

    Posted Apr 07, 2020 06:07 PM
    Edited by Tammy Zadell Apr 07, 2020 06:25 PM
    ​Thanks, Lindsey.  I think I did try that, but will try again and let you know.  I also really need to figure out why my email notifications from here aren't working... :)

    That worked!  Thanks again, Lindsey....