This document contains official content from the BMC Software Knowledge Base. It is automatically updated when the knowledge article is modified.
Remedy IT Service Management Suite
When an email is sent into Remedy to update worklog on Incident or WorkOrder, the work log is not updated.
Use Case 1: The email is in HTML format. Plain text works fine. ARERR 306 being thrown due to invalid length of chars being attempted to insert into a table.
Use Case 2:
Email contains non-English characters for some other locales e.g. German word "Propušta" which have longer byte size.
Error 552 - The SQL database operation failed.
The issue is due to the SUBSTRC function not correctly handling line feeds and returning more than 100 characters.
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)
NOTE: Filter 'INT:RBEHPD:Transaction-incident_Add Worklog-500-Push' has been disabled in Remedy Version 20.02 and is new filter introduced INT:RBEHPD:Transaction-incident_Add Worklog-500-Push`! So changes needs to be made to this filter in Remedy version 20.02.