Notifications in Service Desk Manager are being truncated when they are sent outside of a contact's workshift.

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Article ID: 7226

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Updated On:

Products

SUPPORT AUTOMATION- SERVER CA Service Desk Manager - Unified Self Service KNOWLEDGE TOOLS CA Service Management - Asset Portfolio Management CA Service Management - Service Desk Manager

Issue/Introduction

When a notification is sent out immediately it is working fine. However, if it gets delayed and sent later usually because of a workshift, it gets truncated to 1000 characters. This only happens for plain-text notifications and not HTML notifications.

Cause

This is caused by the msg_body column in the not_que table being only able to accept up to 1000 characters.

Environment

Service Desk Manager 12.x, 14.1, 17.0

Resolution

If more characters are needed, we can increase this up to 4000 characters. To do this:

1: Stop Service Desk services.

2: In the schema.sch file, under Queued_Notify table, change the size of column ‘msg_body’ from 1000 to 4000.

3: In the ddict.sch file, under Queued_Notify table, change the size of column ‘msg_body’ from 1000 to 4000.

4: Execute the statements associated to the SQL Server that is integrated with your Service Desk.


Microsoft SQL Server:

Execute the below statement to increase the size of column.

ALTER TABLE not_que ALTER COLUMN msg_body nvarchar(4000)

Oracle Database:

Execute the below statements to change the type of column from nvarchar2 to nclob

ALTER TABLE not_que ADD (TMP_MSG_BODY NCLOB);
COMMIT;

update not_que set TMP_MSG_BODY=MSG_BODY
COMMIT;

ALTER TABLE not_que DROP COLUMN MSG_BODY;
COMMIT;

ALTER TABLE not_que RENAME COLUMN TMP_MSG_BODY TO MSG_BODY;
COMMIT;

5: Start Service Desk Services