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SDM, version 12.7 - Truncate ticket description field

Question asked by tzadell on Oct 28, 2015
Latest reply on Oct 28, 2015 by tzadell

Is there a way to truncate the amount of text that is put into the ticket description form when a ticket is created via maileater to 4000?   We often have long email threads being forwarded that puts more than the 4000 characters into the description field when the ticket is initially created.  The first analyst to edit the ticket then has to remove some of that text before they can save the ticket.  I've played with the detail forms, specifying max characters and max length, but those seem to just control the amount of text that is displayed in that field on the form.  The full number of characters are still being put into the actual field, so the error message is still being thrown.