Updating an incident record strips out any iFrame HTML from attached knowledge articles. Adding the iFrame element to the HTML Sanitizer script include does not prevent the removal of the iFrame from the knowledge article.

Steps to Reproduce

  1. Log in as admin and navigate to System Definition > Script Includes.
  2. Open the HTMLSanitizerConfig script include.
  3. Replace the HTML_WHITELIST with the following lines:
    iframe: {
    globalAttributes: {
  4. Create a knowledge article containing an iframe element. For example:
    <iframe src="" width="640" height="360" frameborder="0" allowfullscreen="allowfullscreen"></iframe>
  5. Add a unique string to the short description so the system can use it to match incident search results to it.
  6. Publish the knowledge article.
  7. Create an incident record with a short description containing the unique string you added to the knowledge article.
  8. Close and re-open the incident.
  9. Click Related Search Results.
    The system displays matching knowledge articles.
  10. Click the Attach button next to the new knowledge article to copy the article's text to the comments field.
  11. Confirm that Additional Comments contains the HTML code with the iframe element.
  12. Save the incident record.
  13. Reopen the incident record.
    Note that the iFrame element has been removed from the Activity stream.



There is no known workaround for this issue. To receive notifications when more information is available, subscribe to this Known Error article by clicking the Subscribe button at the top right of the article. If you are able to upgrade, review the Fixed In field to determine whether any versions have a permanent fix.

Related Problem: PRB706456

Seen In

Helsinki Patch 2

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2019-05-21 11:31:38