Video Screencast Help

Copying/Pasting Comments from Word/Outlook Format Issues

Created: 28 Jun 2012 • Updated: 20 Jul 2012 | 4 comments
This issue has been solved. See solution.


We have noticed that when technicians save/resolve ticket comments into the "Add Comment" or "Work Incident" data entry screen by copying and pasting the content from either Word or Outlook, the format under the History area will leave big gaps of space that the technician did not intend.  Has anyone else experienced this?

This is an example below:

Dear Joe,

See this list of comptuers:




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WK01's picture

Just curious if anyone else has experienced formatting issues in the History area when copying and pasting from either Word or Outlook.  Sometimes it seems that large amounts of space are left between some paragraphs.

jpellet2's picture

We have seen the same thing. I haven't noticed in IE but Safari on OS X actually gives an error about the copying and pasting from Word with odd formatting and asks if we want it fixed. Basically there are other attributes inside of the content being pasted that gets translated poorly in the HTML when the incident is displayed. Our help desk staff has gotten used to pasting to notepad or TextEdit before pasting into a ticket just to avoid this issue.

WK01's picture

Thanks for the feeback.  That is the same advice I gave our group.

Rdutch12's picture

You can copy and paste from a word doc into the comment, but make sure you select the HTML tab at the bottom. By default the add comment form opens in Design. Selecting the HTML and the copy and paste the   contents from word should work fine then.

Rob Hilberding Sr. Consultant ExpressAbility