Service Desk Remote Remote References Not Working the logs shows the error "The string is missing the terminator: "."

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Remote reference stopped working, the stdlog shows an error similar to this:

pdm_proctor_nxd 2508 SIGNIFICANT STDIO 0 The string is missing the terminator: ".
pdm_proctor_nxd 2508 SIGNIFICANT STDIO 0 + CategoryInfo : ParserError: (:) [], ParentContainsErrorRecordEx
pdm_proctor_nxd 2508 SIGNIFICANT STDIO 0 ception
pdm_proctor_nxd 2508 SIGNIFICANT STDIO 0 + FullyQualifiedErrorId : TerminatorExpectedAtEndOfString

Environment

Release : 17.2

Component : SERVICE DESK MANAGER

Cause

The configuration of the remote reference, specifically the parameter line had hyphen with a different encoding

Incorrect
–File xxxx

Correct
-File xxxx

Resolution

1. Log in Service Desk with the administrator account.
2. Go to the administrator tab->Macro and Events->Macros.
3. Select the remote reference macro with the issue.
4. Ensure that the characters added in the command line use the UTF-8 encoding otherwise the line cannot be read properlly and the remote reference will fail.
5. Once the changes are saved test the macro.