When trying to add a Summary to a Ticket you receive the following error 'Document Cannot be Generated; ADS Rendering of SAP Template Failed'.
SAP HYBRIS CLOUD FOR CUSTOMER
Reproducing the Issue
Go to the Service work center.
Go to the Tickets view.
Search any Ticket and open it.
Click on the Add Summary Button.
Result: You encounter the error message : Document cannot be generated; ADS rendering of SAP template failed.
The field Interactions uses the same data type (Text Collection) as the Work Description. The handling of Rich Text processing happens based on the field name (In this case it is ContentText).
Since both these fields use the same data type, the handling is also done for this Interactions field as well.
The content present in this field has some tags that are not supported. Due to this, the rendering fails.
Change the Work Description field in the template to be Plain Text field instead of Rich Text.
Ticket Summary, , KBA , LOD-LE-SUR-DEF , Survey definition = design time , Problem