Ticket Details being Truncated

Products ITarian Service Desk
1

Not sure what has changed since yesterday, but this morning i have come in to find that my tickets are being truncated.

We have an automated system for logging backup errors to our service desk and this had been working fine, logging the backup log so we could read it. This was working yesterday perfectly fine. This morning though, i have come in and found that the backup reports are being truncated on the ticket, meaning that we can’t see the majority of the report.

Please advise what has been changed on the system in the last 24 hours.

2

Further info

HTML Tables in emails, each cell is being restricted to 50 such as the below.

Nov 27, 2017 8:31:17 PM File level information for disk image file '\\V2-H...
Nov 27, 2017 8:20:52 PM File level information for disk image file '\\V2-H...
Nov 27, 2017 8:20:27 PM File level information for disk image file '\\V2-H...
Nov 27, 2017 8:20:23 PM File level information for disk image file '\\V2-H...
Nov 27, 2017 8:20:17 PM File level information for disk image file '\\V2-H...
Nov 27, 2017 8:19:49 PM File level information for disk image file '\\V2-H...
Nov 27, 2017 8:13:15 PM File level information for disk image file '\\V2-H...
3

it is also doing it on ‘automated’ tickets from ITSM such as:

    'Recommended Performance Monitoring MONITORING Triggered on COM-PC-011 of ( [Company Name] ...'

This is extremely frustrating as we can’t even see what the cause of the trigger is as out ticket shows nothing more than the above.

4

Hi @curatrix_pl ,

We apologize for the inconvenience it caused. We will further investigate this issue and we will get back to you as soon as possible through email.

5

Id be interested to know if this is still an issue.

I have been working with the team on improving ServiceDesk and today (around 15:00 GMT) a change to client replies was made to display them in the same way as agent updates.

Doing this has fixed issues with speed in loading tickets as well as reducing load on Comodo servers.

Are these related or is this coincidence?

6

@StrobeTech

We haven’t received an official confirmation from our development whether the issue is related or not. We’ll keep you posted.

7

Still an issue I can confirm this morning.

8

Hi @curatrix_pl ,

Thank you for the confirmation.
We will keep you posted for any progress on this issue.

Regards,
Jay

9

This is an issue for us as well now.

10

Hi @curatrix_pl and @StrobeTech . We have been informed by our Development Team that the fix for this reported concern has been completed and will be deployed on our 16th of December release. We appreciate your patience and understanding on this matter. We will notify you for further updates should there be any. Thank you.