Knowledge article resolution editor text highlight disappears

Products

• CA Service Desk Manager

Issue/Introduction

From a knowledge article, click on the "Edit Resolution" to bring up the HTML Resolution Editor and highlight some text

Click on the color tool and select some color

for the highlighted text, the highlight disappears

as a result, the highlighted text does not change color.

Environment

CA Service Desk Manager 17.3 and higher

Resolution

This is a known defect DE620773 and the fix will be included in 17.4 RU04. 17.4 RU04 will be published April 2025(ETA).

Additional Information

This issue happens in both 17.3 and 17.4. The fix will be for 17.4 only and considering 17.3 had reached end of support, if you run 17.3 and see this issue, you would need to upgrade to 17.4 and then 17.4 RU04(when it is published)