SOI: HTML Tags in title and description after ticket creation
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SOI: HTML Tags in title and description after ticket creation

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Article ID: 268186

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Updated On:

Products

CA Service Operations Insight (SOI)

Issue/Introduction

After creating alerts, which include URLs in the summary or in the message section, these URLs are accompanied by HTML tags in the corresponding HPSM tickets. 

Example :

Summary of the alert (taken from EventStore file): 
"<summary>[2019-04-3T11] API endpoint https://example.api/resource/resource returns HTTP Error 400</summary>"
"<message>The application DAF (DE) has received the HTTP error 400 (Bad Request) when calling the endpoint https://example.api/resource/resource at 2019-04-11T11:59:07.831Z. The error has likely resulted in loss of business because of direct customer impact. Please investigate the reason for this error and take corrective action to prevent recurrence.</message>"

Title in HPSM: 
"[2019-04-3T11] API endpoint <a href="https//example.api/resource/resource">https://example.api/resource/resource</a> returns HTTP Error 400"
Description in HPSM: 
"Occurences:1<br>The application has received the HTTP error 400 (Bad Request) when calling the endpoint <a href="//example.api/resource/resource">https:///example.api/resource/resource</a> at 2019-04-11T11:59:07.831Z. The error has likely resulted in loss of business because of direct customer impact. Please investigate the reason for this error and take corrective action to prevent recurrence."

Environment

Release : 4.2

Cause

Code defect

Resolution

We have fixed the issue from the Helpdesk connector version-1.2.2.

Please open a support ticket if you want to get a hotfix.