Incident Description is not displayed properly, with problems like:
- Description does not have line breaks and shows <br> tags instead
- Quotes (") are shown encoded (") in text
To visualize, Description might look like this:
Instead of what it would be expected to look like:
Behaviour of 'Escape' setting in web part settings was changed in Workflow/ServiceDesk 8.0 but it remained enabled by default.
This issue is fixed in ServiceDesk 8.0 HF2.
Steps to resolve the issue:
The same steps are applicable to other pages - e.g. Process View Pages > SD Incident View (Basic) - or web parts - e.g. Ticket Overview in some cases - that exhibit the same issue.
216325 "ServiceDesk ticket description is cutting off"