Additional Information Error When Raise Incident to SAP Using Solman VAR

Dear experts,

We are using Solman VAR to raise incident to SAP.

When we want to send message to SAP, in Additional Information tab, we click Insert Existing Text,

Then, we click to the message that we want to send

However, nothing appear

We tried to manually copy paste the text into the box. Then, click Next

But, in Summary & Send tab, information for SAP is blank

Then, if we click Confirm and Send, we get below error:

We already implement SAP Note 2020686 and 2287146. But still same.

Please advise.

Thank you.

Regards,

Fadzly Iqbal