Tags Used with Maileater

The $NX_ROOT\site\text_api.cfg file defines the variables from the incoming mails that is interpreted by CA Service Desk Manager Desk.  You can add your own tag mappings to this file, When you wish to set a value on a ticket while sending an email to CA SDM, you can use one of the tags listed below.  The email must be in plain text format so that it can be processed properly, and the tag must appear in this format: "%TAG=<input>".  Each tag must appear on its own line, and replace the <input> field with a value that you want to set.
casm1401
The
$NX_ROOT\site\text_api.cfg
 file defines the variables from the incoming mails that is interpreted by CA Service Desk Manager Desk.  You can add your own tag mappings to this file, When you wish to set a value on a ticket while sending an email to CA SDM, you can use one of the tags listed below.  The email must be in plain text format so that it can be processed properly, and the tag must appear in this format: "
%TAG=<input>
".  Each tag must appear on its own line, and
 
replace the
<input>
field with a value that you want to set.
Incident Tags
Maileater Tag Name
Description
%AFFECTED_RC
Sets the affected resource by name
%AFFECTED_RC_PERSID
Sets the affected resource by persid
%AFFECTED_SERVICE
Sets the affected service (takes a string)
%ASSIGNEE
sets the assignee by login ID
%CALL_BACK_DATE
Sets the call back date. Proper format is required.
%CATEGORY
Sets the category
%CATEGORY
Sets the problem category (takes a string name)
%CAUSED_BY_CHG
Sets the caused by change order (takes an integer change order number)
%CAUSED_BY_CHG_PERSID
Sets the caused by change order (takes the change order persid)
%CHARGE_BACK
Takes a charge back id (string)
%CUSTOMER
Sets the customer by login ID
%CUSTOMER_EMAIL
Set the customer by email
%CUSTOMER_NAME
Sets the customer by name (last first middle)
%DESCRIPTION
Populates the description (takes a string)
%DEVICE
Sets the affected device/resource by name (takes a string)
%EVENT_TOKEN
Sets the event token (Takes a string)
%GROUP
Sets group by UUID
%IMPACT
Sets the impact (integer)
%IMPACT_PERSID
Sets the impact by persid
%INCIDENT_ID
Specifies the incident by id (takes a string)
%INCR_PREDICTED_SLA_VIOLATION
Increments the predicted SLA violation (takes an integer)
%LOG_AGENT
Sets the log agent by UUID
%PRIORITY
Sets the initial priority by ENUM integer
%PRIORITY_ENUM
Sets the priority by ENUM (takes an integer)
%PRIORITY_PERSID
Sets the priority by persid
%PROPERTY
Sets the property value
%REQUESTER
Sets the requester by login ID.
%REQUESTOR
Sets the requester by login ID.
%RESOLUTION_CODE
Sets the resolution code (integer)
%RESOLUTION_CODE_PERSID
Sets the resolution code by persid
%RESOLUTION_METHOD
Sets the resolution method (takes an integer)
%RESOLUTION_METHOD_PERSID
Sets the resolution method by persid
%SERVICE_LEVEL
Sets the service level (takes a string)
%SEVERITY
Sets the severity (takes an integer)
%SEVERITY_PERSID
Sets the severity by persid
%STATUS
Populates the status (takes a string)
%STATUS_PERSID
Sets the status by persid
%STRING1
Used to pass information into the STRING1 field
%STRING2 
 Used to pass information into the STRING2 
%STRING3
Used to pass information into the STRING3 field
%STRING4
Used to pass information into the STRING4 field
%STRING5
Used to pass information into the STRING5 field
%STRING6
Used to pass information into the STRING6 field
%SUMMARY
Populates the summary (takes a string)
%TEMPLATE
Sets the template name (takes a string
%URGENCY
Sets the urgency (takes an integer)
%URGENCY_PERSID
Sets the urgency by persid
%UUID
Sets the affected resource by UUID
Problem Tags
Maileater Tag Name
Description
%AFFECTED_RC
Sets the affected resource by name
%AFFECTED_RC_PERSID
Sets the affected resource by persid
%AFFECTED_SERVICE
Sets the affected service (takes a string)
%ASSIGNEE
sets the assignee by login ID.
%CALL_BACK_DATE
Sets the call back date. Proper format is required.
%CATEGORY
Sets the problem category (takes a string name)
%CAUSED_BY_CHG
Sets the caused by change order (takes an integer change order number)
%CAUSED_BY_CHG_PERSID
Sets the caused by change order (takes the change order persid)
%CHARGE_BACK
Takes a charge back id (string)
%CUSTOMER
Sets the customer by login ID.
%CUSTOMER_EMAIL
Set the customer by email
%CUSTOMER_NAME
Sets the customer by name (last first middle)
%DESCRIPTION
Populates the description (takes a string)
%DEVICE
Sets the affected device/resource by name (takes a string)
%EVENT_TOKEN
Sets the event token (Takes a string)
%GROUP
Sets group by UUID
%IMPACT
Sets the impact (integer)
%IMPACT_PERSID
Sets the impact by persid
%INCR_PREDICTED_SLA_VIOLATION
Increments the predicted SLA violation (takes an integer)
%LOG_AGENT
Sets the log agent by UUID
%PRIORITY
Sets the initial priority by ENUM integer
%PRIORITY_ENUM
Sets the priority by ENUM (takes an integer)
%PRIORITY_PERSID
Sets the priority by persid
%PROBLEM_ID
Specifies the problem number (takes a string)
%REQUESTER
Sets the requester by login ID
%REQUESTOR
Sets the requester by login ID
%ROOTCAUSE
Sets the root cause (takes an integer)
%ROOTCAUSE_PERSID
Sets the root cause by persid
%SERVICE_LEVEL
Sets the service level (takes a string)
%SEVERITY
Sets the severity (takes an integer)
%SEVERITY_PERSID
Sets the severity by persid
%STATUS
Populates the status (takes a string)
%STATUS_PERSID
Sets the status by persid
%STRING1
Used to pass information into the STRING1 field
%STRING2
Used to pass information into the STRING2 field
%STRING3
Used to pass information into the STRING3 field
%STRING4
Used to pass information into the STRING4 field
%STRING5
Used to pass information into the STRING5 field
%STRING6
Used to pass information into the STRING6 field
%SUMMARY
Populates the summary (takes a string)
%TEMPLATE
Sets the template name (takes a string
%URGENCY
Sets the urgency (takes an integer)
%URGENCY_PERSID
Sets the urgency by persid
%UUID
Sets the affected resource by UUID
Request Tags
Maileater Tag Name
Description
%AFFECTED_RC
Sets the affected resource by name
%AFFECTED_RC_PERSID
Sets the affected resource by persid
%ASSIGNEE
sets the assignee by login ID
%CALL_BACK_DATE
Sets the call back date. Proper format is required.
%CATEGORY
Sets the problem category (takes a string name)
%CAUSED_BY_CHG
Sets the caused by change order (takes an integer change order number)
%CAUSED_BY_CHG_PERSID
Sets the caused by change order (takes the change order persid)
%CHARGE_BACK
Takes a charge back ID (string).
%CUSTOMER
Sets the customer by login id
%CUSTOMER_EMAIL
Set the customer by email
%CUSTOMER_NAME
Sets the customer by name (last first middle)
%DESCRIPTION
Populates the description (takes a string)
%DEVICE
Sets the affected device/resource by name (takes a string)
%EVENT_TOKEN
Sets the event token (Takes a string)
%GROUP
Sets group by UUID
%IMPACT
Sets the impact (integer)
%IMPACT_PERSID
Sets the impact by persid
%INCR_PREDICTED_SLA_VIOLATION
Increments the predicted SLA violation (takes an integer)
%LOG_AGENT
Sets the log agent by UUID
%PRIORITY
Sets the initial priority by ENUM integer
%PRIORITY_ENUM
Sets the priority by ENUM (takes an integer)
%PRIORITY_PERSID
Sets the priority by persid
%REQUESTER
Sets the requester by login ID
%REQUESTOR
Sets the requester by login ID
%RESOLUTION_CODE
Sets the resolution code (integer)
%RESOLUTION_CODE_PERSID
Sets the resolution code by persid
%RESOLUTION_METHOD
Sets the resolution method (takes an integer)
%RESOLUTION_METHOD_PERSID
Sets the resolution method by persid
%SERVICE_LEVEL
Sets the service level (takes a string)
%SEVERITY
Sets the severity (takes an integer)
%SEVERITY_PERSID
Sets the severity by persid
%STATUS
Populates the status (takes a string)
%STATUS_PERSID
Sets the status by persid
%STRING1
Used to pass information into the STRING1 field
%STRING2
Used to pass information into the STRING2 field
%STRING3
Used to pass information into the STRING3 field
%STRING4
Used to pass information into the STRING4 field
%STRING5
Used to pass information into the STRING5 field
%STRING6
Used to pass information into the STRING6 field
%SUMMARY
Populates the summary (takes a string)
%TEMPLATE
Sets the template name (takes a string)
%URGENCY
Sets the urgency (takes an integer)
%URGENCY_PERSID
Sets the urgency by persid
%UUID
Sets the affected resource by UUID
Change Order Tags
Maileater Tag Name
Description
%ACTUAL_COMP_DATE
Sets the actual completion date (takes a date in the proper format)
%ACTUAL_COST
Sets the actual cost (takes an integer)
%ACTUAL_START_DATE
Sets the actual start date (takes a date in the proper format)
%ACTUAL_END_DATE
Sets the actual end date (takes a date in the proper format)
%ACTUAL_TIME
Sets the actual time (takes a time in the proper format)
%AFFECTED_USER
Sets the affected user by login ID
%ASSIGNEE
sets the assignee by login ID
%BACKOUT_PLAN
Populates the backout plan (takes a string)
%BUSINESS_CASE
Populates the business case (takes a string)
%CAB_APPROVAL
Populates the CAB approval
%CAB
Populates the CAB
%CATEGORY
Sets the change order category (takes a string name)
%CHANGE_ID
Matches the change id (takes a string)
%CHGTYPE
Sets the change type (takes an integer)
%CLOSURE_CODE
Sets the closure code (takes an integer)
%DESCRIPTION
Populates the description (takes a string)
%EFFORT
Populates the effort (takes a string)
%EST_COMP_DATE
Sets the estimated completion date (takes a date in the proper format)
%EST_COST
Sets the estimated cost (takes an integer)
%EST_TIME
Populates the estimated time (takes a time in the proper format)
%GROUP
Sets group by UUID
%IMPACT
Sets the impact (integer)
%INCR_PREDICTED_SLA_VIOLATION
Increments the predicted SLA violation (takes an integer)
%JUSTIFICATION
Populates the justification (takes a string)
%NEED_BY_DATE
Sets the need by date (takes a date in the proper format)
%ORGANIZATION
Sets the organization by UUID
%PRIORITY
Sets the initial priority by ENUM integer
%PRIORITY_ENUM
Sets the priority by ENUM (takes an integer)
%REQUESTER
Sets the requester by login ID
%REQUESTOR
Sets the requester by login ID
%RISK
Sets the risk (takes an integer)
%ROOTCAUSE_PERSID
Sets the root cause by persid
%ROOTCAUSE
Sets the root cause (takes an integer)
%SCHED_DURATION
Sets the scheduled duration (takes a time in the proper format)
%SCHED_START_DATE
Sets the scheduled start date (takes a date in the proper format)
%STATUS
Populates the status (takes a string)
%STRING1
Used to pass information into the STRING1 field
%STRING2
Used to pass information into the STRING2 field
%STRING3
Used to pass information into the STRING3 field
%STRING4
Used to pass information into the STRING4 field
%STRING5
Used to pass information into the STRING5 field
%STRING6
Used to pass information into the STRING6 field
%SUMMARY
Populates the summary (takes a string)
%TEMPLATE
Sets the template name (takes a string)
Issue Tags
Maileater Tags
Description
%CATEGORY
Sets the change order category (takes a string name)
%DESCRIPTION
Populates the description (takes a string)
%EFFORT
Populates the effort (takes a string)
%EST_COMP_DATE
Sets the estimated completion date (takes a date in the proper format)
%EST_COST
Sets the estimated cost (takes an integer)
%EST_TIME
Populates the estimated time (takes a time in the proper format)
%FLAG1
Used to pass information into the FLAG1 field
%FLAG2
Used to pass information into the FLAG2 field
%FLAG3
Used to pass information into the FLAG3 field
%FLAG4
Used to pass information into the FLAG4 field
%FLAG5
Used to pass information into the FLAG5 field
%FLAG6
Used to pass information into the FLAG6 field
%FOR_A
Set contact type (takes an integer)
%FROM
Populates from (takes a login ID)
%GROUP
Sets group by UUID
%IMPACT
Sets the impact (integer)
%IMPACT_PERSID
Sets impact by persid
%INCR_PREDICTED_SLA_VIOLATION
Increments the predicted SLA violation (takes an integer)
%ISSUE_ID
Matches the issue number (takes a string)
%JUSTIFICATION
Populates the justification (takes a string)
%NEED_BY_DATE
Sets the need by date (takes a date in the proper format)
%NOTES
Populates the notes (takes a string)
%ORGANIZATION
Sets the organization by UUID
%PRIORITY
Sets the initial priority by ENUM integer
%PRIORITY_ENUM
Sets the priority by ENUM (takes an integer)
%PRIORITY_PERSID
Sets the priority by persid
%PRODUCT_PERSID
Sets the product by persid
%PRODUCT
Sets the product (takes an integer)
%PROMISED_DATE
Sets the need by date (takes a date in the proper format)
%REQUESTER
Sets the requester by login ID.
%REQUESTOR
Sets the requester by login ID
%RESOLUTION
Set resolution (takes a string)
%RISK
Sets the risk (takes an integer)
%ROLE
Sets the role of the person creating the ticket (takes an integer)
%ROOTCAUSE
Sets the root cause (takes an integer)
%ROOTCAUSE_PERSID
Sets the root cause by persid
%ROOTCAUSE
Sets the root cause (takes an integer)
%SERVICE_DATE
Sets the service date (takes a date in the proper format)
%SERVICE_LEVEL
Sets the service level (takes a string)
%SERVICE_NUM
Sets the service number (takes a string)
%STATUS
Populates the status (takes a string)
%STATUS_PERSID
Sets the status by persid
%STRING1
Used to pass information into the STRING1 field
%STRING2
Used to pass information into the STRING2 field
%STRING3
Used to pass information into the STRING3 field
%STRING4
Used to pass information into the STRING4 field
%STRING5
Used to pass information into the STRING5 field
%STRING6
Used to pass information into the STRING6 field
%SUMMARY
Populates the summary (takes a string)
%TEMPLATE
Sets the template name (takes a string)
%USER1
Used to pass information into the USER1 field
%USER2
Used to pass information into the USER2 field
%USER3
Used to pass information into the USER3 field