ServiceDesk

When creating a new incident in ServiceDesk, the Description field does not give anywhere near enough room to comfortably type the information regarding the problem into the system.

On top of that, the text just runs on and on to the right.  It does not automatically go to the next line.

Symantec Support states that is the way it was designed and nothing they need to do about it.

Wondering if anyone has experienced this issue and found a way to clean this date field up on the  Create Incident form?

ServiceDesk 7.1 SP2

Thanks for any help.

Unfortunately the HTML Editor component that is used for the description field has the problem.You can change the project to use a Text Box component which will properly flow the text to the next line. As all HTML is stripped out of the description prior to it being saved this won't affect how the description appears once the incident is submitted.

1. Open SD.Feeder.GeneralIncidentSubmitForm in Designer
2. Open the Create New Incident form.
3. Select the text box for the description thats currently on the form and delete it.
4. Find the component Multiline TextBox in the list of components and pull it into the form.
5. Set the Output name to be Incident.IncidentDescription and Is Required to Required and click Okay.
6. Resize the component to fit the original area of the HTML Editor.
7. Double-click on the component to open the editor
8. Go to the Functionality tab and put a check in Remove HTML.
9. Click Okay.
10. Click Okay to save the form.
11. Save & Publish the project.

 

Hello TGiles, Thank you for this response. The problem is actually occurring on the Submit Incident (Advanced) form. I reviewed your steps and am able to derive how to fix this form, but I would like to run it by you before making the change. 1. Open SD.Feeder.TechnicianIncidentForms in Designer. 2. Open Create Incident form. 3. Open the text box for the description thats currently on the form (Already Multiline Textbox). 4. Because the description text is already a Multiline Textbox, only 1 change is needed. 5. Go to the Functionality tab and put a check in Escape HTML. 6. Click Okay. 7. Click Okay to save the form. 8. Save & Publish the project. Does this look correct to you?

I noticed that this issue is only for Internet Explorer and is caused by the Spell Checker component that is on the form. If you delete that component from the form the text will wrap correctly but you lose the spell checking. 

The steps are correct. With it being a multi line text box the text should auto clip and a vertical scroll bar should appear if the entry is several lines long.

I tried the steps listed and tested in Debug mode, but unfortunately it did not work.

I tried removing the Spell Checker and tested in Debug mode, that did the trick.

On another note, I puposely chose not to save the project when I closed Debugger and the project.  It seems the project saved the changes anyway.  Is this normal behavior for Workflow Manager to Save changes after Debugging even though you exit out choosing do NOT save options?

When you debug, the project is automatically saved. The reason for this is that the project is basically just being packaged and mounted "locally" such that you can debug. In order to do this, it has to have the latest stuff. And in order for that, it has to save.

Looks like our Create Incident form is going to be moved into production without Spell Checker as many of our techs were having issues with it anyway.  We were informed most people have been typing up tickets in Word (while providing a useful window to type in and providing spell check) then pasting it into the Description field of the ServiceDesk Create Incident Form.

I do appreciate all the help.

That doesn't sound efficient at all for the users to have to do that and they shouldn't have to. What you can do is replace the multi-line text box with a Html Editor component and then you'll get both the text-wrap and the spell checking.

Actually the HTML editor box will now automatically wrap. It will simply scroll horizontally unless the user specifically hits enter to submit a new line.

That is the behaviour in 7.5 but in 7.1 it automatically text wraps. 

The HTML Editor exhibits the same behavior in both 7.1 & 7.5 in all of my different test environments.

In our environment using ServiceDesk 7.1 SP2 the following is being seen:

The problem only occurs with IE (all versions).

The multiline text box with the option "Escape HTML" did not correct the horizontal scrolling.

The HTML Editor replacement did not correct the horizontal scrolling.

Deleting the Spell Checker was the only way to correct it.

After asking a few users, they say they the fixing the horizontal scrolling is higher priority than keeping Spell Checker.

Is there anything I could be overlooking?

I tested in both 7.1 and 7.5 and what I found is that if you type normally it will auto wrap in both versions but if you do something like 'aaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaaa' until you get to the end it will keep going indefinitely. I'll see if I can upload a quick video of it. This is using IE 8 and IE 11.