createTicket description value is not being passed in soap web service

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

After upgrade to 17.4.3 from 17.4, we find that from soap web service loginService() with a policy that uses an issue template, method createTicket() creates an issue ticket but the new issue description value is not the same as the description value in createTicket() call. The new issue description value is empty as the template has empty description value. In 17.4, the issue value is the one in createTicket() call. what happened?

Environment

CA Service Desk Manager 17.4.3

Resolution

Please upgrade to 17.4.4 to address this issue.  This is addressed under case 35938955:  The description field contains additional (unwanted) linebreaks

The line breaks remain in database makes the createTicket() thinks it is not empty thus uses the one from the template instead from the createTicket() call.

Additional Information

Fixed Issues

Installing CA Service Management 17.4.4.0