IBM Support

Text Between Angle Brackets Not Visible When Creating Communication

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>.



[{"Product":{"code":"SSLKT6","label":"IBM Maximo Asset Management"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":"--","Platform":[{"code":"PF002","label":"AIX"},{"code":"PF016","label":"Linux"},{"code":"PF033","label":"Windows"}],"Version":"7.5;7.6","Edition":"","Line of Business":{"code":"LOB77","label":"Automation Platform"}},{"Product":{"code":"SSWT9A","label":"IBM Control Desk"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB77","label":"Automation Platform"}},{"Product":{"code":"SSRHPA","label":"IBM Maximo Application Suite"},"Business Unit":{"code":"BU048","label":"IBM Software"},"Component":" ","Platform":[{"code":"","label":""}],"Version":"","Edition":"","Line of Business":{"code":"LOB77","label":"Automation Platform"}}]

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Document Information

Modified date:
15 September 2025

UID

swg21685658