ASSET

Used to attaches an item to a ticket (valid for requests, issues, and change orders). The value specified is the item name, which must already exist. You can specify this keyword multiple times, because a ticket can have multiple items attached to it.

ATTACHMENT

Used internally by the email interface to add email attachments to a ticket.

DESCRIPTION

Specifies the value to use for the ticket’s description field. This keyword is assumed if input is sent to the Text API without an explicit keyword. This keyword is applied automatically by the Mail Eater when the message does not begin with a keyword but does contain a ticket ID artifact or keyword.

You can change how the DESCRIPTION keyword is handled for updates using the following entry in the [OPTIONS] section of text_api.cfg:

UPDATE_DESC_IS_LOG

If this option is set to YES, the value is used to create a log comment. If the value is set to NO, the value overwrites the existing description field.

FROM_EMAIL
FROM_EMAIL_OVERRIDE

Used by the email interface to match against the Email Address field in the ca_contact record. It is also used as the log_agent for the ticket. If both are supplied, FROM_EMAIL is ignored.

Note: FROM_EMAIL is set automatically by the Mail Eater with the sender address of the message.

FROM_PERSID

Used by the command line interface to define the log_agent for an operation (for example, when a ca_contact record does not have a User ID). This keyword is passed automatically by pdm_text_cmd if the ‑p parameter is specified. The value is matched to a ca_contact record persistent_id.

FROM_USERID

Used only in the command line interface to define the log_agent for an operation. This keyword is passed automatically by pdm_text_cmd if the ‑u parameter is specified. The value is matched to a contact’s User ID.

LOG

Used to create a log entry (valid for requests, change orders, issues, and contacts). This keyword is applied automatically by the Mail Eater when the message does not begin with a keyword but does contain either a ticket ID artifact or keyword, or a DESCRIPTION keyword.

LOG_AGENT

Used by the CA NSM interface to define the log_agent for an operation. The value is matched to a contact record’s ID field.

PROPERTY

Used to set the value of a property (valid only for requests, change orders, and issues). Unlike other keywords, which are followed by an equal sign and a value, the PROPERTY keyword syntax must include the property label, as follows:

PROPERTY={{property_label}}value

You must specify the property_label exactly as it appears in the database.

SEARCH

Used only in the command-line interface and the CA NSM interface to supply a list of keywords for use in a query to update multiple tickets for an asset. The value is a list of keywords used in the search.

The SEARCH keyword is automatically set by the CA NSM interface.

SEARCH_EXPLICIT

Used only in the CA NSM interface to override the SEARCH keyword supplied by the CA NSM interface. The values supplied are the same as the SEARCH keyword.