DXo2 message template being overwriten

Products

• DX SaaS

Issue/Introduction

Using a message template that just has "message details", but the corresponding ITSM ticket is created with the default template

 

Alarm Message: BRCC: CLIENTID:PSD SCRIPT:PSD_STATEMENT_PSG_Import.cmd ERRORCODE:12 ENDTIME:10/27/2025 6:42:48 PM

Services Impacted: [AutoTicket BRCC]

Source Product: BRCC

Host: xxxxxxxxxxxxxxx

 

Environment

DX O2 SaaS

Resolution

Tickets are being created using the policy-level message template, but the service impact update is overwriting the ticket description with the channel-level message template. The Workaround is using the same message template at the channel level as well.

We are actively working on a permanent fix, ETA is the end of January 2026.