BMC Remedy SOAP call to Process Automation summary is emptied when the alarm has special characters

Products

• CA Process Automation Base

Issue/Introduction

When BMC Remedy alarm triggers a Process Automation(PAM) SOAP call to generate a ticket, if the alarm contains special characters like &, the ticket summary field in BMC Remedy is empty.

There is no error in PAM logs.

Environment

CA Process Automation 4.x, integrated with BMC Remedy all versions

Resolution

BMC Remedy side java script would need to encode the special characters.

Sample Java Script Function:

Process.modifiedSummary = Process.summary
       .replace("&", "&")
       .replace("<", "<")
       .replace(">", ">")
       .replace("\"", """)
       .replace("'", "'");

Process.finalSummary = Process.modifiedSummary;