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Issue with Service Request Import – Failures Due to Special Characters

edited Aug 11, 2025 5:57PM in Fusion Service 4 comments

Summary:

We are experiencing issues during the import of SRs, specifically related to the Problem Description field in the input file. The file includes records that contain special characters, spaces, and quotes, which appear to be causing unexpected failures during the import process.

  • If a single record fails during the import the subsequent valid records also go into exception, even though they contain no issues.
  • Some records fail with the following error: You must ensure that the number of characters in the Problem Description attribute doesn't exceed 1000. The data couldn't be imported. Details: Index 4 out of bounds for length 4. However, the field doesn't contain 1000 characters.
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