HTML tags visible in Special Handling Notes after Australia upgrade

George_1 · ‎05-12-2026

After a recent upgrade, we’ve noticed an issue where Special Handling Notes are displaying raw HTML tags instead of rendering the formatted content.

Has anyone else faced a similar issue post‑upgrade?

Dr Atul G- LNG · ‎05-12-2026

Try repairing the Handling Note plugin once and test again. Also, try running cache.do.

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Tanushree Maiti · ‎05-12-2026

Hi @George_1

Just validate it as per KB:

KB3008188 Special Handling Notes are not popping up on all cases after Zurich upgrade

If it is not the case,

Repair the plugin and revalidate it cache- less browser i.e incognoito/Inprivate browser.

Please Accept the solution if it assisted you with your question & Mark this response as Helpful.
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Tanushree Maiti
ServiceNow Technical Architect
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Ankur Bawiskar · ‎05-12-2026

@George_1

many other users have reported similar issue post Australia upgrade.

better to raise a case with ServiceNow

recent thread with same issue

Special Handling Notes displaying html instead of rich text

Regards,
Ankur
✨ Certified Technical Architect || ✨ 10x ServiceNow MVP || ✨ ServiceNow Community Leader