Additional lines breaks are seen in ticket Activities and pdm_extract output

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

In an incident or request form when we enter multiple Lines it is creating additional lines in activities and also when we extract this table.

Steps:

1. Create a new Incident
2. Enter the required fields
3. In the description field enter
   line1
   line2
   line3
   line4
   line5
4. Save
5. pdm_extract -f "SELECT ref_num, description, html_description FROM Call_Req WHERE ref_num='<XXX>' "
TABLE Call_Req
        ref_num description html_description
        { "51",
        "\\0012line1\\0012\\0012line2\\0012\\0012line3\\0012\\0012line4\\0012\\0012line5\\0012\\0012\\0012" ,
        "<p>line1</p><p>line2</p><p>line3</p><p>line4</p><p>line5</p><p>&nbsp;</p>" }

In this, we can see, that the field "description" contains a Linebreak at the beginning and TWO Linebreaks between each line.

6. In the ticket edit the description and Save
7. Open TAB "2.1. Activities" 
8. Open the Activity "FieldUpdate". In the Activity detail, we can see that there are additional blank lines between each line.

 

Environment

Service Desk Manager 17.4

Resolution

The fix for this reported behavior will be part of 17.4 RU4.