PDM_MACRO DTLCKHTMLEDITBOX error when copying ticket
Article ID: 409969
Updated On:
Products
Issue/Introduction
When copying a ticket using the Copy File function, the system allows modifications to the Summary and Description, but when saving the ticket, the system saves the Summary but keeps the old Description and does not save it.
In both Request and Incident, it appears that the “PDM_MACRO DTLCKHTMLEDITBOX” object does not exist.
Environment
Service Desk Manager 17.4 RU2 and later
Cause
Starting in 17.4 RU2, the description field has changed from "description" to "html_description", and several forms have been updated to support Rich format, including detail_cr.htmpl and detail_in.htmpl.
There are custom detail_cr.htmpl and detail_in.htmpl located under NX_ROOT\site\mods\www\htmpl\web\analyst that have not been updated after the upgrade to 17.4 RU2 or later, causing this issue to occur.
Resolution
Update the detail_cr.htmpl and detail_in.htmpl located under NX_ROOT\site\mods\www\htmpl\web\analyst with the new code. You can take the out-of-the-box forms as an example, located under NX_ROOT\bopcfg\www\htmpl\web\analyst.
Use Web Screen Painter to update those forms and publish them to the site/mods.
Additional Information
Feedback
