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

Document ID : KB000007226
Last Modified Date : 14/02/2018
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Issue:

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.

Environment:
Service Desk Manager 12.x, 14.1, 17.0
Cause:

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

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