HTML code is displayed in read-only, multi-line text variable.

Steps to Reproduce

  1. Create a new Catalog Item or modify an existing one (for example, Apple iPad 3). 
  2. In that item, create a new variable with the following parameters: 
    • Name: test_text_variable 
    • Question: Test Text Variable 
    • Type: Multi Line Text 
  3. Add admin as a write role. 
    If the Write role field is not on the form, configure the form and add the field (Configure > Form Layout). 
  4. Add a default value (with more than one line): 
    • testing variable 
    • new line 
    • another line 
  5. Click Try It to view the item in the Service Catalog.
  6. Click Order Now
  7. In the Order Summary, click the Request Number (for example, REQ0010003) to view the request. 
  8. In the Requested Items related list, make a note of the RITM (for example, RITM0010003). 
  9. Go into the RITM and make a note of the value of the Test Text Variable, such as: 
    • testing variable 
    • new line 
    • another line 
  10. Impersonate the ITIL user and open the RITM (global text search should take you directly to the RITM).
  11. Make note of the value of the Test Text Variable, for example: 
    • testing variable 
    • < br >new line 
    • < br >another line 
      (Breaking up the br to see the tags here.)


Instead of making the variable read-only using roles, make it read-only using UI Policy/Client Script.

For example, if you have the admin role set on the variable, create an onLoad Client Script with the following script:

if (!g_user.hasRole('admin')) {

Remember to change test_html to the name of the variable and apply the script where it is needed (such as Catalog Item view, Requested Items, and/or Catalog Tasks).

Related Problem: PRB623458

Seen In

Dublin Patch 3
Eureka Patch 10
Eureka Patch 10 Hot Fix 1
Eureka Patch 11
Eureka Patch 11 Hot Fix 2
Eureka Patch 8
Eureka Patch 9 Hot Fix 1
Eureka Patch 9 Hot Fix 4
Fuji Patch 2 Hot Fix 1

Fixed In


Associated Community Threads

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Article Information

Last Updated:2016-07-25 12:46:13