I know there was a defect released as a hotfix that resolves the hard return in the Title (which is being fed from the Summary). I am not certain why it would work on the User tool though. I suggest you patch your RKM install and see if the issue still exists.
Alan Blake Knowlysis --- On Fri, 4/24/09, Lammey, Peter A. <[email protected]> wrote: From: Lammey, Peter A. <[email protected]> Subject: Discovered bug with RKM 7.2 To: [email protected] Date: Friday, April 24, 2009, 2:19 PM ** I discovered a bug when using the Incident Management 7.02 integration with BMC Knowledge Management 7.2. Not sure if others out there have RKM 7.2 but here is how you can replicate the bug: 1. Open an incident in the Remedy User client that has at least one carriage return in the Summary field, Notes field, or Resolution field 2. Click on the button "Create Knowledge Base Entry" on the Resolution tab of the incident. At this point you should notice that the contents of your Incident are populated into the RKM web article window correctly. Now follow these steps when logged into your Mid Tier: 1. Open the same incident you opened before in the Remedy User client 2. Click on the "Create Knowledge Base Entry" on the Resolution tab of the incident. You should notice that the contents of the incident are NOT populated into the RKM web article window. I was able to verify this with certainty. It seems to be an issue with the REPLACE command used in the active link KMS:HD:Create_KB_Solution. In this active link, there is a Push fields action that pushes to the KMS:DataExchange form and pushes xml coding and other data from the incident to a "Data" field on this form. Inside the Value being passed to the Data field you can see there are various REPLACE commands that try to replace a carriage return with a "<BR>". This workflow apparently works fine with a incident with carriage returns if fired from the Remedy User tool but not for the Mid Tier. Am I going crazy or is this clearly a server or application issue? ARS 7.01 patch 005 Mid Tier 7.1 patch 003 BMC Knowledge Management 7.02.00.1417 Thanks Peter Lammey ESPN IT Client Architecture and Automation 860-766-4761 _Platinum Sponsor: [email protected] ARSlist: "Where the Answers Are"_ _______________________________________________________________________________ UNSUBSCRIBE or access ARSlist Archives at www.arslist.org Platinum Sponsor:[email protected] ARSlist: "Where the Answers Are"
