Is it possible to create Incidents and Problems using the email interface (maileater) ?

Document ID : KB000053401
Last Modified Date : 14/02/2018
Show Technical Document Details

Description:
When using itil methodology, is it possible to create Incidents and Problems using the email interface?

Solution:
We need to edit the $NX_ROOT\site\text_api.cfg file to achieve this.
Important Note:
   Back up the original text_api.cfg file before editing it.
   Perform the actions on a test system first.

Steps:

  1. Edit the text_api.cfg file and add the following line in the "KEYWORDS" section:
    REQUEST.TYPE=type.STRING

  2. Save the file and recycle USVD service.

  3. In the email message body (with subject "request" or "cr", see NX_ROOT/site/pdm_maileater.cfg for valid request subjects), use %TYPE=I for Incidents or %TYPE=P for problems.