HTML format description ESC Portal

[abirakundu23]

Hi All/ @Ravi Gaurav ,

Facing issue HR case description is showing with html tag in /esc portal where source is email . However HR case description is rich description & from list view also its showing html tag , this is happening when source is email. why is it happening ? Below screenshot as reference.

OOB widget :Standard Ticket Header
Checked this article :https://www.servicenow.com/community/developer-forum/show-translated-html-field-value-in-proper-form...
Not sure anything need to change in OOB widget. Please assist.

[Ankur Bawiskar]

@abirakundu23 

since that field is HTML type, it will show like that only.

better to not show this field in standard ticket configuration page

If my response helped please mark it correct and close the thread so that it benefits future readers.

[Ankur Bawiskar]

@abirakundu23 

if you still want to use then check these links where you will get approach. you will have to clone the OOB widget, then make changes and add that widget again on page

Adding HTML to the Description field in the Ticket Fields Widget 

If my response helped please mark it correct and close the thread so that it benefits future readers.

[SidraAndrew]

---

@Ankur Bawiskar wrote:

@abirakundu23 

if you still want to use then check these links where you will get approach. you will have to clone the OOB widget, then make changes and add that widget again on page

Adding HTML to the Description field in the Ticket Fields Widget  

If my response helped please mark it correct and close the thread so that it benefits future readers.

---

Cloning the OOB widget and modifying it makes sense if you need to control how HTML is rendered in the description field. Make sure to check how the widget processes rich text and whether any security filters are stripping or escaping HTML. If the issue persists, debugging the email parsing mechanism might help since it could be converting rich text to raw HTML.

[abirakundu23]

Hi @Ankur Bawiskar,

In HR case table rich_description is showing without html tag but from list view & portal its coming with html tag that is the issue. As you mentioned "better to not show this field in standard ticket configuration page", so i have checked "hrm_ticket_page" no customization present in customer environment, OOB page & widget. In portal if we click show more description is appearing. Please assist avoiding such scenario where need to check & what will be solution for fix ?