HR Case Description Formatting Issues After Utah Upgrade

[JayGervais]

We are in the process of upgrading to Utah. During our testing, we have had an issue with how the description field is being formatted on HR Cases. 

We are using the rich_description field on HR Cases, but there are different formatting issues occurring on both the description and rich_description fields.

In the description field, apostrophes are showing as "'".

In the rich_description field, there are no line breaks being added, so the ticket details end up just looking like a big text block. 

Do you have any idea what might be causing this or where to find where this is being formatted? I have looked through business rules and script includes to try and find where this occurring but have not had any luck.

Thank you,

Jay

[keithgagne]

We have the same issue but did not catch it until production.  Our HR Admin opened a support case so I will post back the fix if not already discovered.

[JayGervais]

Thank you keithgagne. I have an open support ticket as well and will be sure to share any info they provide as well.

[Community Alums]

Hi @JayGervais,@keithgagne,

We are facing the same issue,

Were you able to find any solution?

[JayGervais]

Hi anu21,

I was not able to get a proper fix from ServiceNow, but I did come up with a business rule workaround that helps.

The rule is set to before insert and it works by updating the formatting:

(function executeRule(current, previous /*null when async*/) {
	
	var desc = current.description;
	var updDesc = desc.split("'").join("'");
	current.description = updDesc;
	
	var lines = desc.split("\n");
	
	var rich_description = lines.map(function(line) {
		return '<p>' + line + '</p>';
	}).join("");

	current.rich_description = rich_description;

})(current, previous);