Can the Helpdesk comments field be formatted when posted through workflow?
This issue has been solved. See solution.
oshbgoshuk
June 5th, 2009
Hi. Apologies if this is covered elsewhere... just not been able to find it.
I'm using the create/edit ticket service desk component in workflow to add comments to tickets\incidents. in the 'Comments' field of the component, I'm posting in a number of fields. When I view the incident comments through the helpdesk console the output is one like on continuous line. Is it possible to enter carriage returns between fields so each field starts on a new line within the comments? I did have a bash at editing the source but no joy.
Any Help much appreciated
Comments formatting
I don't believe that one can enter carriage returns into the comments field, but someone else please chime in if you've found a way to do it.
I believe the limitation is actually with the HelpDesk ASDK, though, and not in Workflow itself, in that the ASDK method (e.g. the CreateIncident method) loses the string formatting (and carriage returns) in the process of passing the string into the comment field.
Again, if someone else has different information or has gotten a work-around to work, please correct me, but that has been my understanding.
Source Tab
I have found that after you have everything formatted the way you want (with carraige returns) when in the "Design" tab of the 'Advanced Text Creator', you need to click on the "Source" tab (even if you are not actually editing the "Source") before you click "OK". If you don't, the text in the ticket comment all runs into one line. If you click the "Source" tab before you click "OK" in the 'Advanced Text Creator', the formatting that showed up in the "Design" tab will be present in the ticket comment.
I have found the same thing to happen in Send Email components too, by the way, when editing the "Contents" of the email. I have to click the Source tab when done formatting in the Design tab before clicking "OK" or my email contents all run together in one line.
Don't know if this is a bug or a "feature by design" but seems more of a bug to me.
Thank you!
Matzebru... this works for me... thank you very much!
Just viewing the source and
Just viewing the source and clicking ok is so much easier than what I've been doing. I'd been adding <p> tags within the source just to get it to turn out right. I guess I just never connected it in my head that it woked a few times when i hadn't added anything.
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