The integration between BPPM/Truesight and Remedy Change Management will not work if there is a colon character (:), double quotes (") or other special JSON characters in the summary of the Change Request.
For example, including a timestamp - 12:49 in the summary will cause the change management plugin to fail in sending the details to the BPPM/TSIM server
There is a filter in ITSM named “INT:CHGBPM:Generate_Jason_CHG_2`!”, which will escape the colon when building the JSON body for sending the message to BPPM/TS via BPPMWS. The escaped colon causes a parsing issue in BPPMWS, thus breaking the integration.
This reported behavior has been acknowledged as a Defect SW00528793 and fixed from 18.05 ITSM.
You can import the attached workaround filter and verify the used case until ITSM is upgraded to version 18.05 or do not include any colon in the summary of the Change Request.
Import the definition workaround using Developer Studio while overwriting the existing workflow.
-Login to the appropriate server as an Administrator using Developer Studio.
-Select "File" > "Import..."
-Select "Object Definitions" and click the "Next >" button.
-Select the server you wish to update and click the "Next >" button.
-Select the workaround definition file and click the "Next >" button.
-Place a checkmark in the "Replace Objects on the Destination Server" checkbox and click the "Finish" button.
-If using midtier, be sure to flush the midtier cache, as well as clear out the Internet Browser cache (Temporary Internet Files) on all clients that are accessing the system.
IMPORTANT: We highly recommend you to take the necessary backups and test the workaround in QA/Dev environment to ensure the functionality.