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Description

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).

Workaround

This issue is under review. 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: PRB1298707

Seen In

There is no data to report.

Intended Fix Version

Madrid

Safe Harbor Statement

This "Intended Fix Version" information is meant to outline ServiceNow's general product direction and should not be relied upon in making a purchasing decision. The information provided here is for information purposes only and may not be incorporated into any contract. It is not a commitment, promise, or legal obligation to deliver any material, code, or functionality. The development, release, and timing of any features or functionality described for our products remains at ServiceNow's sole discretion.

Associated Community Threads

There is no data to report.

Article Information

Last Updated:2018-09-18 15:58:05
Published:2018-09-14