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.
This is caused by the msg_body column in the not_que table being only able to accept up to 1000 characters.
Service Desk Manager 12.x, 14.1, 17.0
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)
Execute the below statements to change the type of column from nvarchar2 to nclob
ALTER TABLE not_que ADD (TMP_MSG_BODY NCLOB);
update not_que set TMP_MSG_BODY=MSG_BODY
ALTER TABLE not_que DROP COLUMN MSG_BODY;
ALTER TABLE not_que RENAME COLUMN TMP_MSG_BODY TO MSG_BODY;
5: Start Service Desk Services