Summary description replaced by template's description

Technote (troubleshooting)


Problem(Abstract)

Summary field overwritten whenever a ticket template is applied

Symptom

Whenever a ticket template is applied to a ticket, the ticket's Summary
field will be changed to the template's description (using the
TKTEMPLATE.DESCRIPTION attribute).


Diagnosing the problem

Steps to recreate:
1. Create an incident ticket template. Include a description in the template. Activate and save the template.
2. Create a new incident ticket. Enter a description in the Summary field of the incident ticket. Save.
3. Apply the ticket template created in step 1
4. The Summary field of the incident ticket will be changed to the template's description.

Resolving the problem

If you do not want the description to be overwritten by ticket template's description, you can do the following :-

1. Go To -> System Configuration -> Platform Configuration -> Domains.
2. Filter for 'TKTEMPLATE' crossover domain and open the record.
3. In the list of crossover fields, find 'DESCRIPTION' and check 'No Overwrite?'.
4. Click OK.

When you apply ticket template to ticket record (e.g. SR, Incident etc) next time, the existing description will remain.

Document information


More support for:

Control Desk

Software version:

7.5, 7.5.1

Operating system(s):

AIX, Linux, Windows

Software edition:

Standard

Reference #:

1637493

Modified date:

2015-04-15

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