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

This is working as designed.

Both the description attributes in TKTMPLATE and the TSRM ticket objects
(INCIDENT/SR/PROBLEMS) are referring to the same TICKET object
attribute. Thus, whenever a ticket template having a description field is
applied to a TSRM ticket, the ticket's description/summary will be
overwritten by the template's description. As a work around, you can
either leave the template's description empty or change back the TSRM
ticket's description/summary after applying the template.

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Document information


More support for:

IBM SmartCloud Control Desk

Software version:

7.5, 7.5.1

Operating system(s):

AIX, Linux, Windows

Software edition:

Standard

Reference #:

1637493

Modified date:

2013-05-14

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