Incident Description does not have line breaks and some HTML elements like <br> tags or quotes (") are shown in text.

Products

• Workflow Solution
• ServiceDesk

Issue/Introduction

Incident Description is not displayed properly, with problems like:
- Description does not have line breaks and shows <br> tags instead
- Quotes (") are shown encoded (&quot;) in text

To visualize, Description might look like this:

 

 

 

Instead of what it would be expected to look like:

 

 

 

 

 

Cause

Behaviour of 'Escape' setting in web part settings was changed in Workflow/ServiceDesk 8.0 but it remained enabled by default.

Resolution

This issue is fixed in ServiceDesk 8.0 HF2.

Steps to resolve the issue:

1. Log into Process Manager Portal with an administrator user
2. 'Site Actions' (at the top right, left of the user name) > Page List
3. Pages List in the left pane navigate to Process View Pages > SD Incident View
4. Click 'Go To Page' (leftmost button in the right pane)
5. 'Site Actions' > 'Modify Page'
6. 'Site Actions' > 'Edit Page'
7. Click the 'Edit' (notepad) icon on the affected web part - e.g. 'Description and Resolution'
8. Uncheck 'Escape' setting in 'Behavior' section.
9. Click 'OK' button at the bottom of the window.

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.

Additional Information

216325 "ServiceDesk ticket description is cutting off"