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Problem with Smart Action to copy values of SC to PB

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Kanokporn Aumpr
Frequent Contributor.

Problem with Smart Action to copy values of SC to PB

Hello expert

We have a problem of when Smart Action can't copy values of Service Call to Problem. As our investigation, we found 2 reasons why values can't be copied.

1. Special Character
We don't have any idea what this special character is so we want to find the root cause to avoid this problem to be happened again.
2. Values with space within double quote ("...". We found that value will be able to copy if there is no space within double quote. However, if there is a space then only a world after double quote will be copied. For example, if we want to copy value of information field like "your problem is CPU Usage", only the world 'your' was copied. Please see more details as attached.

Does anyone have ever encountered this problem?

Thank you so much in adavanced for your kindness.

Kanokporn
2 REPLIES
Steve Liddle
Trusted Contributor.

Re: Problem with Smart Action to copy values of SC to PB

What version and service pack level are you on?

I have seen problems with special characters before, not with smart actions that copy but with the large text fields on a service call. It would throw an Oracle error and sometimes the cause was text that looked like your examples.

I have recently upgraded from v4.5 SP17 to SP26 and this has fixed the problem.
Kanokporn Aumpr
Frequent Contributor.

Re: Problem with Smart Action to copy values of SC to PB

Hi Steve

It is 4.5 SP17.