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Incident Description formatting in ServiceDesk 7.5

Created: 18 Sep 2013 • Updated: 02 Dec 2013 | 2 comments
This issue has been solved. See solution.

am i completely missing something, or is it no longer possible in servicedesk to format the incident description at all?  it's not even recognizing line breaks.  so what we have in the incident description is a wall of illegible text, unless we keep the description short and sweet and ultra-simple.

is there some way around this that remains supportable?

thanks friends.

Operating Systems:

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africo's picture

disregard, found the answer to my question.

escape HTML was selected in process view description web part.  unfortunately i read another post that misled me into believing that HTML wasn't possible in the description field; although i guess technically, the guy did say "unsupported", so i guess it was more of misread than misled.

TGiles's picture

Actually HTML is not supported in any of the text fields. The processes will remove any HTML code that it fines. However line breaks are suppose to be supported. You may need to get an updated version of Workflow to address some issues that were previously preventing the line breaks from being retained. You will also need to look at the different feeder forms to make sure the system isn't attempting to remove HTML multiple times as this can cause the line break information to be lost.