How do we edit the character limit for the Title field of Service Desk, v. 7.1?
I am on K1000 version 7.1.149. I read on another post that the default character limit for this field is 255 characters. I keep having issues with technicians entering every detail into the title of a ticket instead of in the comments section. I would like to be able to limit the Title field to a much smaller character limit. I have some automated tickets that run so around 115-120 characters (with spaces) would be the absolute longest we should ever need for a title. Is this possible, and if so, how could this be done?
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Posted by:
chucksteel
6 years ago
Short of contracting Quest professional services the easiest way would be to change behavior, as this is a people problem, not a technology problem. If you want to send your technicians a "friendly reminder" you can use a ticket rule that let's them know they entered a title that is too long:
SELECT * FROM ORG1.HD_TICKET
WHERE CHAR_LENGTH(TITLE) > 100;
That's a very basic rule that will find tickets with a title over 100 characters. You could use a more complicated version on ticket save and email the technician to let them know. Depending on how fancy you want to get you can exclude tickets generated by your automation systems.
Posted by:
karuna_kumar
6 years ago
If you are okay with making this a permanent change for all the queues, support should be able to get this done in your database.