Description:This is how to define a customized field added by users as a Keyword in the file text_api.cfg. This change works to specify data in the customized field when creating tickets by incoming emails or other data sources such as CA NSM.Solution:Open the file $NX_ROOT\site\text_api.cfg with a text editor such as Microsoft Notepad, where$NX_ROOT is the Service Desk installation path. Locate the [KEYWORDS] section and add the field you want to add. NOTE: The keywords must be in upper case. e.g. If you want to add a column 'zCustomer_ID', the Keyword should be:  REQUEST.ZHELPDESK_ID=zHelpdesk_ID.(Output Type).(Method)Please refer to Administration Guide - Chapter 10 Create Objects Using Text API for more details of Conversion Method.Locate [EMAIL_DEFAULTS] and specify a value for the added column.  e.g. REQUEST.ZHELPDESK_ID=(Default value you want to specify )Save it and recycle Service Desk.