Troubleshooting
Problem
When creating a communication from a SR the text between angle brackets from the Description field of the SR is missing
Symptom
Go To System Configuration -> Platform Configuration -> Communication Templates
Create a new communication template:1019
Applies to: SR
Send from: maxadmin
Subject: comm sent from :ticketid
Message:
this is the description of SR :ticketid
:description
and the long description:
:description_longdescription
On Recipients tab add a new row under Person(s) for Communication Template 1019 section:
Person: Wilson
Thick the "To?" checkbox
Activate the communication template.
Go To Service Desk -> Service Request and create a new SR:1003
In the Summary field enter: some - <text in brackets> thing
In the Details section enter: another <text in brackets>
Save the record.
From select action menu choose Create -> Communication
Enter template 1019.
Notice in the message field that instead of the Summary entered above is "some - thing" ( the angle brackets and the text between them is missing!).
However the long description was correctly entered: another <text in brackets>.

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Document Information
Modified date:
15 September 2025
UID
swg21685658