Victor

@lee mcdermott sorry, forgot to mention. Being a single line text field, it has a limit of 255 or 275 characters.

@lee mcdermott yes, the description of the request itself can hold more than 255... (up to 65535 or whatever the limit is for the TEXT type fields)

@lee mcdermott Something like this, yes. "h_custom_..." fields in requests table and field in questions, are two separate entities... The "Questions" section of a request is using the info stored in "h_itsm_questions" table. Here you can store more than 255 because for each question/answer you have a separate record. The mapping to custom fields in requests table, the fields you can add in the "Details" section of a request, will be done on "h_custom_..." fields in requests table. Here you have the 255 character limit. Because all data in custom fields will be stored in one record, teh record for the request. And you can't make these fields to hold large amount of text, the performance impact would be unbearable.. There is a change in the backlog to redesign this functionality to allow custom fields to hold more than current limit.

@lee mcdermott this ^

@Stephen Hutchinson I need to have a look at your current templates and see the difference... just a quick note, the "new" templates (templates created as new in your instance) will be removed if we deploy our default templates... Just a quick question, did you have a look if is possible to (temporarily) deactivate/disable the bare line feed rejection in your Office 365?

@SJEaton it can be any role, as long as it has this system right: So, you can create a custom role with just this right and associate the users who need it....

@lee mcdermott maybe split up the description in more than one field? I know, I'm not making this easy, just trying to see what would work...

@Stephen Hutchinson I suggest following this thread for updates on this: Yes, the should work. I can ask our cloud team to see if they can deploy the default email templates files in your instance.

@lee mcdermott if one fails, they all fail .. that's being "h_custom_..." fields. You can limit the number of characters in input using REGEX validation.... You could use these REGEX functions: ^(.|[\r\n]){0,255}$ or ^[\S\s]{0,255}$

@nasimg I hope it works, to be honest, I haven't tried it but my logic tells me it should... however, the voices in my head...sorry, my logic, proved to be not 100% right on some occasions so I am curious of the results

@lee mcdermott so, the reason why the custom fields failed to populate is because the number of characters for the information (text) in one of the fields (h_custom_e) was greater than the max. number of characters allowed for the field (255). Looking at both examples you mentioned, the "Description" information/question, in both scenarios, is over 300 characters... The only solution I can think of would be to limit the number of characters during input for "Description" to 255.... and perhaps any other text field where this might happen...

@lee mcdermott it is not the same issue, but behavior is the same... so the defect you mentioned is fixed... this one here is caused by something else... Now, I can see why the template did not populate the variables, the custom field values are simply empty in the database... so the issue (somehow) occurred during mapping process in ProCap... I'll keep looking...

@SJEaton it is Friday!! Yay! However, even if the ProCap was missing something it shouldn't really behave like this when teh ProCap runs... it should give back some sort of information that it can't progress... I'll run some tests and see if it needs mentioning to our dev team... (perhaps I a missing something that's why)

@nasimg not that I'm aware, I'm afraid... I did thought of the exact same thing yesterday that it might be a bit of a chore if an instance has a high number of services and/or teams... Would be worth suggesting as a future functionality... maybe a temp solution would be to create a "dummy" service and a "dummy" team... and in the filter criteria, instead of having service = a, service = b, etc... have service not equal "dummy" ... same logic for team...

@Paul Alexander in admin tool, in Roles view, you can filter them by application. Make a note of the "Service Manager" roles then have a look at which user have one or more of these roles...

@lee mcdermott we need more information to investigate this... I assume the email was sent by BP associated to a request. Do you have a request reference example?

@SJEaton when you say it won't load, what exactly means? Is that nothing is displayed after clicking Next (like a blank page) or clicking Next does not do anything?

@Stuart Torres-Catmur try these: email : ^[A-Za-z0-9._%+-]+\@[A-Za-z0-9.-]+\.[A-Za-z]{2,4}$ 4 digits: ^[0-9]{4}$ max 11 digits: ^[0-9]{1,11}$ Not a REGEX expert here either so probably there are more efficient expressions for these (most likely for email)

@SJEaton oh, I see... let me think about it then...

@SJEaton this is what's wrong...you're looking to pay a higher rate to an agency worker! ... I thought a business aim is to reduce costs... ntzz... Jokes aside, the issue was with the format/syntax of a custom field. The "h_custom_c" was typed in as "h-custom_c" ... dash instead of underline... Is sorted now

@SJEaton they should have access to tasks/activities via the "My Activities" list?

@SJEaton hmm.. I did activate it... didn't get the error

@SJEaton aaa... so it can be saved just not activate, ok... I can have a quick look at it then from here...

@SJEaton since it can't be saved, I was thinking to have a look at this ProCap in a remote session...do you have 10-15 min this morning to do this?

@SJEaton hmm... do you still have the ProCap config open in a browser tab?