In the ServiceNow Agent app, fields of type HTML and Translated HTML are being displayed as plain text

In the ServiceNow Agent App (Madrid release), fields configured as HTML or Translated HTML appear as plain text instead of rendering the intended formatting.

As a workaround you can create a URL type applet that links to the Service Portal knowledge page:

[code]<a href='https://support.servicenow.com/kb_view.do?sys_kb_id=265bf695db803fc466e0a345ca9619c4' target="_blank">KB0730600 - Configure a URL screen</a>[/code]

Agent Mobile App

This is expected behavior in the Madrid release.
The Agent App does not support rendering HTML or Translated HTML fields as formatted content in this version.

 This limitation has been tracked under PRB1328443.
There is currently no patch fix for Madrid, but future enhancements may address this behavior.

Workaround

You can create a URL-type applet to redirect users to a supported platform (e.g., Service Portal) for proper HTML rendering.

Example implementation:

<a href='https://support.servicenow.com/kb_view.do?sys_kb_id=265bf695db803fc466e0a345ca9619c4' target="_blank">KB0730600 - Configure a URL screen</a>

• The limitation is specific to Madrid. Later versions of the Agent App may introduce HTML support.
• Always validate mobile-compatible formats before deploying HTML fields to the Agent App.