HTML Emails using incident.add.worklog are not being added

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    This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.


    PRODUCT:

    Remedy IT Service Management Suite



    PROBLEM:

    When an email is sent into our system to update a worklog and the email is in HTML format, the work log is not added. Plain text works fine.


    CAUSE:

    The issue is due to an ARERR 306 being thrown due to invalid length of chars being attempted to insert into a table. The issue is due to the SUBSTRC function not correctly handling line feeds and returning more than


    SOLUTION:

    1.- Filter SRM:AOI:Process_IN_UpdateSRWorklog_20_CreateWorklog`!
     
    change the mapping in the 2nd action in Filter(Push Field) from:
     
    Summary = SUBSTRC($z1D_Char2$, 0, 99)
     
    to

    Summary = SUBSTR($z1D_Char2$, 0, 99)
     
     
    2.- Filter INT:RBEHPD:Transaction-Incident_Add worklog-500-Push
     
    change the mapping in the Push Fields action from:
     
    Description= SUBSTRC($Plain Text Body$, 0, 99)
     
    to

    Description= SUBSTR($Plain Text Body$, 0, 99)
     


    Article Number:

    000158278


    Article Type:

    Solutions to a Product Problem



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