CA Service Management

  • 1.  Trying to use Maileater to create Request tickets

    Posted Oct 19, 2016 12:10 PM

    While trying to use Maileater to create request tickets, I noticed that it creates the tickets with the 'call origin' field defaulted to "Event Monitoring".  Is there a tag to change this to "Email" when the ticket is created? 

     

    Here is what I am using:

     

    %requester= smithj

    %customer= smithj 

    %category=Triage

    %group=PC HD 

    %priority=4

    %status=Open

    %urgency=4

    %impact=4

    %summary=Computer # 11111 will not boot

    %description=Computer will not boot; message "No Operating system found"



  • 2.  Re: Trying to use Maileater to create Request tickets

    Posted Oct 19, 2016 01:48 PM

    Hi Dwight,

    Is "call origin" a custom field that you added?    If so, do you have the field defaulting to a certain value when its blank?

    Jon



  • 3.  Re: Trying to use Maileater to create Request tickets

    Posted Oct 19, 2016 02:36 PM

    Thanks Jon,

     

    Didn't even think to ask the administrator if the field was custom!  Yes, I believe you are correct. the default value is set to blank and it is a required field.  When we manually create tickets, we have to choose from a drop-down list but when I use maileater to create a ticket it automatically creates the ticket with one of those choices (of course not the one I want).  Sounds like I may need to get with the SDM Admin to default values. Thanks.

     

    Dwight



  • 4.  Re: Trying to use Maileater to create Request tickets
    Best Answer

    Posted Oct 19, 2016 03:50 PM

    Welcome   Glad i could help.  Most likely you have a data partition constraint that sets a default value, OR you have a default value set at the DB site "on new" rows being added.

    Thanks,
    Jon



  • 5.  Re: Trying to use Maileater to create Request tickets

    Posted Oct 19, 2016 04:33 PM

    You and your SDM Admin may also want to look at the text_api.cfg file (in $NX_ROOT\site\) particularly the [EMAIL_DEFAULTS] section.



  • 6.  Re: Trying to use Maileater to create Request tickets

    Posted Oct 20, 2016 08:17 AM

    Thank you all for making an SDM n00b like myself feel welcomed!