Issue with the "Additional Comments" Field (HTML Support)

[mouradhadj-]

Hi,

I have an issue where the "Additional comments" field, which is of type HTML, is not being saved in the RITM after submitting the form. The text is visible before submission, but once the request is created, the field is not exesting.

Is there any known limitation or additional configuration needed for HTML fields to be saved in RITM records?

Thanks in advance for your help!

[Kieran Anson · Accepted solution]

Hi,

The Variable Summarizer widget (sc-variable-summarizer) will only show variables where the 'Visible on Summary" is selected.

There is a UI policy "Hide visible on summaries if type is HTML or RichText Label" that removes this option from HTML and Rich Text Label variables.

That is why HTML variables are not show in the variable summariser. This looks to be a deliberate decision from ServiceNow. Even overriding this behaviour makes no change, as the internal logic in which variables are fetched returns false for "is visible summary".

[Amit Verma]

Hi @mouradhadj- 

Please refer below support article:

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB0820434

Thanks and Regards

Amit Verma

[Kieran Anson]

That is for a different widget 🙂