Incident comments with CODE blocks can cause formatting issue on Service Portal Ticket Conversations widget

Issue is also seen when attaching KB Article content into incident comments using Knowledge Search

If the KB Article has:

  • Links inside Lists
  • Headers

we see formatting issues on Ticket Conversations widgets in Service Portal

Steps to Reproduce

  • Log in to any instance
  • Go to the id=ticket Service Portal page for any Incident
  • Paste the content of the attached "PRB1298707 test comment.txt" file to the comment input, and Send

See bad formatting, list items 1 and 2 overlap on the same line, and the h2 header doesn't appear on its own line like it should.

Now view the same Incident in the desktop UI, where it looks as expected (Attached screenshots for reference).


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Related Problem: PRB1298707

Seen In

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Intended Fix Version


Safe Harbor Statement

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Associated Community Threads

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Article Information

Last Updated:2019-02-01 09:30:40
PRB1298707 test comment.txtScreen Shot 2018-08-16 at 3.58.43 PM.pngScreen Shot 2018-08-16 at 3.59.15 PM.png