Can pdm_text_cmd update an inactive ticket?

Document ID : KB000035438
Last Modified Date : 14/02/2018
Show Technical Document Details

Introduction: 

The command "pdm_text_cmd" may be used to update data within CA Service Desk Manager/ITSM.

It is the command line interface for the Text API.

You may use it to create and update objects such as Call Requests, Incidents Change Orders, Issues, Assets, and Contacts.

 

Question: 

Can pdm_text_cmd be used to update inactive tickets?

 

There is a variable for inbound email that allows the update of inactive tickets by the pdm_maileater_nxd process in NX.env:

@NX_EMAIL_ALLOW_UPDATE_ON_INACTIVE=1

However, pdm_text_cmd does not seem to be tied to this.

 

Environment:  

All versions of CA Service Desk Manager, including ITSM 14.

 

Answer: 

No. The pdm_text_cmd may not update closed tickets.

There is no equivalent variable.

 

Consider workarounds such as:

  1. An update by a different method (see below) to make the ticket Active.
  2. A second update to provide your change via pdm_text_cmd.
  3. Close the ticket.

 

Or use alternative update methods such as:

  • Inbound email 
  • The pdm_load/pdm_userload commands
  • The pdm_mail command 
  • Direct database update

CAUTION: All direct data manipulation should be done with care. The normal web interface data integrity checks are bypassed. It is possible to cause your system to become inoperable. 

 

Additional Information:

 

CA 14.1 Wiki: