Bug 21348

Summary:	AI Chatbot Ticket Field Validation Limits
Product:	CheckMark Chatbot	Reporter:	Nandhini <bnandhini>
Component:	Support Ticket creation	Assignee:	Nandhini <bnandhini>
Status:	RESOLVED FIXED	QA Contact:
Severity:	Medium
Priority:	Medium	CC:	btadepalli, cnaresh
Version:	Build-04
Target Milestone:	---
Hardware:	Cloud
OS:	Browser - Chrome

Description Nandhini 2026-09-07 11:56:37 IST

Open the AI Chatbot (signed in or not signed in).
Navigate to Go to My Account → Add Ticket.
Enter text in the Subject and Description fields.
Verify the character limit validation.
Issue#1:Incorrect Character Limits for Subject and Description in Add Ticket
Subject: Accepts only 100 characters instead of the expected 200 characters.
Description: Accepts only 500 characters instead of the expected 5,000 characters.
Screen rec:
https://drive.google.com/file/d/1ofGTaQ8TeMlwntMxEodzItMe81LiI76J/view?usp=sharing

Open the AI Chatbot. Select I Have an Account.
Enter a description containing up to 5,000 characters.
Submit the details and verify the description in CRM → Chatbot History.
Issue #2: Description and Phone Number Character Limit Is Incorrect in "I Have an Account" Flow
The chatbot accepts only 4,991 characters in the description. In CRM → Chatbot History, the description is displayed with a limit of only 2,000 characters. It should accept upto 5000. The Ph. no. field shows 13 digits.
Screen recording:
https://drive.google.com/file/d/1DtwqGL5IA9J4CjHW2JnRZqH8lucW_w1E/view?usp=sharing

Comment 1 Abuzar Mohammed 2026-09-10 11:53:14 IST

fixed

Comment 2 Nandhini 2026-09-11 11:10:10 IST

Open the AI Chatbot (signed in or not signed in).
Navigate to My Account → Add Ticket.
Enter text in the Subject and Description fields.
Verify the character limit validation.

Issue#1:Incorrect Character Limits for Subject and Description in Add Ticket
Subject: Accepts only 100 characters instead of the expected 200 characters.
Description: Accepts only 500 characters instead of the expected 5,000 characters.
Screen rec:
https://drive.google.com/file/d/1ofGTaQ8TeMlwntMxEodzItMe81LiI76J/view?usp=sharing

Issue#2: It's working as expected now.

Comment 3 Naresh 2026-09-21 11:30:06 IST

Adding a ticket from the website and creating a ticket using the chatbot are different. In the chatbot, the length is compared with the existing length. The Add Ticket page has remained the same from the beginning. We have not modified anything.

Comment 4 Naresh 2026-09-22 13:03:22 IST

Adding a ticket from the website and creating a ticket using the chatbot are different. In the chatbot, the length is compared with the existing length. The Add Ticket page has remained the same from the beginning. We have not modified anything.