2585170 - You Cannot Generate a Ticket Summary: 'Document Cannot be Generated; ADS Rendering of SAP Template Failed'

SAP Knowledge Base Article - Public

2585170 - You Cannot Generate a Ticket Summary: 'Document Cannot be Generated; ADS Rendering of SAP Template Failed'

Symptom

When trying to add a Summary to a Ticket you receive the following error 'Document Cannot be Generated; ADS Rendering of SAP Template Failed'.

Environment

SAP HYBRIS CLOUD FOR CUSTOMER

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search any Ticket and open it.
  4. Click on the Add Summary Button.

Result: You encounter the error message : Document cannot be generated; ADS rendering of SAP template failed.

Cause

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.

Resolution

Change the Work Description field in the template to be Plain Text field instead of Rich Text.

Keywords

Ticket Summary, , KBA , LOD-LE-SUR-DEF , Survey definition = design time , Problem

Product

SAP Hybris Cloud for Customer 1711