AutoTickets in SOI are not showing Summary and Notes fields.

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Article ID: 142113

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Updated On:

Products

CA Process Automation Base

Issue/Introduction

The Summary and Notes fields are missing in SOI Auto tickets, as a result the tickets are showing only date\time stamp with hostname in it.  Summary displays as "_Summary_" and not the actual summary.

Environment

Release : 4.2

Component : PROC AUTO SIM AND BMC REM POWER PACK

UIM and ITSM

Resolution

Found a specific alerts which had the special character “<” in the summary. This special character was taken care of by the forwarding mechanism from UIM into SOI and looks like it was sent correctly to PAM as well. However, it looks like when PAM was passing this parameter to ITSM it was breaking. We replaced this character with the equivalent XML code in our alert forwarding script and the alerts and tickets that are coming in now look correct.