Using the Text API › Text API › Format an Email Message To Update a Ticket

Format an Email Message To Update a Ticket

A user can format an email message to create or update a ticket.

To format an email message to create or update a ticket, use the following fields:

To

Specifies the mailbox name assigned to the CA SDM contact set up for the privileged user.

From

Specifies the person sending the email. The person must be defined in the ca_contact table unless the Allow Anonymous option is specified in the applicable mailbox rule.

Note: The From address is typically part of your email program configuration, and it is not typically set on a per-message basis.

Attachments

Attaches documents and other files to the email to send attachments to the Text API.

Subject

Matches keywords in a mailbox rule filter string, particularly when creating a ticket.

Body

Specifies the message body of the email using the Text API. You can specify the keyword ISSUE_ID, REQUEST_ID, or CHANGE_ID, depending on the type of ticket to create or update a ticket.