increasing summary length in a ticket for Service Desk Manager

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

When creating a ticket in SDM (ie: incident), if the Summary field is not populated, it will take it from the description and the summary length will be around 62 characters and adds "..." at the end.

Is it possible to increase the summary length for this scenario?

Environment

SDM 17.x

Resolution

1. Add the following DEFAULT_CR_SUMMARY_LENGTH to the NX.env and template by running

pdm_options_mgr -c -a pdm_option.inst -s DEFAULT_CR_SUMMARY_LENGTH -v 200

pdm_options_mgr -c -a pdm_option.inst -s DEFAULT_CR_SUMMARY_LENGTH -v 200 -t

The value can be between 60 and 240

2. Restart SDM services for the changes to take effect

3. Remove the cache from the browser