Double Quotes Display as HTML Entities ["TEST"] in Activity Stream

[MohdS2626220936]

Hi Community,

I’m investigating an issue with comments in the activity stream.
When a fulfiller enters “TEST” using double quotation marks, it displays as "TEST".
And when they use single quotation 'TEST', it displays correctly as 'TEST'.

We expect text entered as "TEST" in the Additional Comments should display as “TEST”, rather than "TEST" in the activity stream.
Could this be controlled by a system property, or should I check another configuration?

Thanks for your help.

[shaikha]

Hi @MohdS2626220936 

Check UI & Display Security Properties

There are two core properties that govern how HTML code and escaping are handled within the platform UI and journal inputs:

• glide.ui.escape_text: This property dictates whether text in the UI layer is forcefully escaped. If set to true, double quotes are converted globally to protect rendering.
• glide.ui.security.allow_codetag: This determines if the [code] tag format is supported. If a user explicitly wants to leverage specific styling or characters without having them sanitised into raw plaintext, wrapping text in [code]"TEST"[/code] skips default journal literal escaping. If this property is set to false, it can break standard formatting rendering across your journal streams

Please mark any helpful or correct solutions as such. That helps others find their solutions.

Shaikha

[MohdS2626220936]

@shaikha ,

Thank you for the quick response.

However, in the affected instance, both properties are set to true.
I also checked another instance where the same properties are set to true, but the text displays as expected rather than as "Test".

Could there be another configuration or customization causing this difference?

[shaikha]

Hi,

Please try checking for any customisation done as OOB instance works as expected.

the translation bug is likely living inside the Core UI Activity Stream Formatter itself.

1. Navigate to System UI > UI Macros.
2. Search for the macro responsible for rendering journal entries, typically named activity.xml or kb_activity.xml.
3. Look through the Jelly code for lines containing j2:whitespaceor variable outputs using escape="true".
4. If a custom or modified version of this macro exists in your instance, it might be double-escaping the text stream output (encoding an already encoded string, which forces the browser to print " as literal text instead of rendering the quotation mark symbol).

Is this happening for all tables (Incident, Change, Request), or is it isolated to a specific custom table?

Regards,

[MohdS2626220936]

Hi @shaikha ,

Thanks for the response.

I checked All > UI Macros, but I couldn’t find either of these records: kb_activity.xml or activity.xml.

The issue occurs on sn_hr_core_case_talent_management and other sn_hr_core_case_* tables, while the functionality works as expected on sn_hr_le_case.