ServiceDesk tickets do not have smart task

Article:TECH133480  |  Created: 2010-07-16  |  Updated: 2012-06-05  |  Article URL http://www.symantec.com/docs/TECH133480
Article Type
Technical Solution


Issue



When an incident is created with a title length longer the 100 characters the resulting ticket does not have any smart task associated with it.

 


Error



Process.ProcessTitle exceeded max length of 200 - truncated


Environment



ServiceDesk MR2


Cause



The Data Type for  two fields in the SQL Ensemble2006 database are set to 100 characters. (dbo.Task Name and dbo.TaskHistory Name) As a result any title longer than 100 characters creates the process but no task and so no smart task.


Solution



To resolve the issue the Data Type for  the two fields need to be changed.

  1. Open SQL server Management Studio.
  2. Expand Databases>Ensemble>tables, right click on dbo.Task and left click on Design.
  3. In the upper left window find Name in the Column Name column.
  4. Click on the Data Type field for name.  it should  currently read  nvarchar(100).
  5. Click on the dropdown and chose nvarchar(MAX).
  6. From the tool bar menu click on the Save icon.  (The Single 3.5 inch floppy icon).
  7. Right click on dbo.TaskHistory and left click on Design.
  8. In the upper left window find Name in the Column Name column.
  9. Click on the Data Type field for name.  it should  currently read  nvarchar(100).
  10. Click on the dropdown and chose nvarchar(MAX).
  11. From the tool bar menu click on the Save icon.  (The Single 3.5 inch floppy icon).

 



Legacy ID



53811


Article URL http://www.symantec.com/docs/TECH133480


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