Not able to copy description with line Breaks from UI Action to UI Page

Deepika18 · ‎06-25-2025

Hi All,

I have created an UI Action on Case form to create a Incident with all the information available on Case.

As "Service Offering" is not available on Case I have created a dialog box using UI Page and GlideModal asking for service offering.

But now everything is fine except the description is not getting copied with Line breaks. The Line breaks are getting disappeared in HTML in UI Page.

Requesting you to help me with this issue.
@Ankur Bawiskar

Ankur Bawiskar · ‎06-25-2025

@Deepika18

I was able to use solution from that link and used text area in HTML

UI Action:

UI Page:

HTML:

<?xml version="1.0" encoding="utf-8" ?>
<j:jelly trim="false" xmlns:j="jelly:core" xmlns:g="glide" xmlns:j2="null" xmlns:g2="null">
	<g:ui_form>
		<g:evaluate var="jvar_sysid"
					expression="RP.getWindowProperties().get('sysid')"/> 

					
Description: <textarea id="description" rows="10" cols="30" name="description" value=""/>
			</g:ui_form>
</j:jelly>

Client Script:

addLoadEvent(function(){
	var m = GlideModal.prototype.get("showHTMLLineBreaks");
	var p = m.getPreference("description");
	document.getElementById("description").innerHTML = p; //create div with same id in HTML and set the innerHTML to the preference we grabbed from the Client Script
});

Output

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

View solution in original post

Ankur Bawiskar · ‎06-25-2025

@Deepika18

you need to handle it separately if description field is HTML type

please share your UI action and UI page code

also check this

"Simple Modal Confirm" UI Page

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

Deepika18 · ‎06-25-2025

@Ankur Bawiskar Sure Please find the below

UI Page HTML :

<g:ui_form>

<g2:evaluate jelly="true" object="true">

var mandatory_msg = "The following mandatory fields are not filled in:";

</g2:evaluate>

</span>

</div>

<br />

</div>

<div>

Select the Service Offering.

</div>

<br />

Service Offering

</span>

</label>

<g2:ui_reference id="group_picker" name="group_picker" table="service_offering" order_by="name" show_popup="false" completer="AJAXTableCompleter" onchange="uAcmeFieldOnChange('group_picker')" />

</div>

<g:dialog_buttons_ok_cancel ok="return uAcmeActionOk();" />

</span>

</div>

</g:ui_form>

Client script :

(function() {

try {

document.activeElement.blur();

document.getElementById("sys_display.group_picker").focus();

uAcmeFieldOnChange("group_picker");

alert(typeof group_picker);

} catch (err) {}

})();

function uAcmeFieldOnChange(fieldName) {

var field = $(fieldName);

var wrapper = $(fieldName + "_wrapper");

if (!field.value.trim()) {

wrapper.removeClassName('is-filled');

} else {

wrapper.addClassName('is-filled');

}

function uAcmeHideErrorMessage() {

try {

document.getElementById("mandatory_error_msg_div").style.display = "none";

} catch (err) {}

}

function uAcmeActionOk() {

var result = true;

var missingData = [];

//verify the mandatory fields have been filled in

try {

gelObject = gel("group_picker");

if (gelObject.value.trim() == "") {

result = false;

missingData.push(document.getElementById("group_picker_label").innerHTML);

}

} catch (err) {

return false;

}

if (!result) {

document.getElementById("mandatory_error_msg").innerHTML = gel("mandatory_msg").value + " " + missingData.join(", ");

document.getElementById("mandatory_error_msg_div").style.display = "block";

}

alert(typeof group_picker);

return result;

}

Processing Script :

(function() {

//run on the server to create the new Incident

var caseId = typeof case_sys_id !== "undefined" ? case_sys_id : "";

var shortDescription = typeof inc_short_description !== "undefined" ? inc_short_description : "";

var description = typeof inc_description !== "undefined" ? inc_description : "";

var serviceOffering = typeof group_picker !== "undefined" ? group_picker : "";

var assignmentGroup = typeof assignment_group !== "undefined" ? assignment_group : "";

var assignedTo = typeof assigned_to !== "undefined" ? assigned_to : "";

var caller = typeof inc_caller_id !== "undefined" ? inc_caller_id : "";

gs.log("Deepika " + inc_description);

if (serviceOffering) {

var inc = new GlideRecord("incident");

inc.newRecord();

inc.setValue("u_case", caseId);

inc.setValue("service_offering", serviceOffering);

inc.setValue("short_description", shortDescription);

inc.setValue("description", description);

inc.setValue("assignment_group", assignmentGroup);

inc.setValue("assigned_to", assignedTo);

inc.setValue("caller_id", caller);

if (inc.insert()) {

var inci = inc.getUniqueValue();

var caseNum = new GlideRecord('sn_customerservice_case');

caseNum.addQuery('sys_id', caseId);

caseNum.query();

if (caseNum.next()) {

caseNum.setValue("incident", inci);

caseNum.update();

}

response.sendRedirect(inc.getLink()); //redirect to the new incident

} else {

gs.addErrorMessage("Could not create a new Incident");

var urlOnStack = GlideSession.get().getStack().bottom();

response.sendRedirect(urlOnStack);

}

})();

UI Action :

function copyCaseToIncident() {

var sysId = g_form.getUniqueValue();

var caseDesc = g_form.getValue('description') ;

alert(caseDesc);

var openedBy = new GlideAjax('getOpenedBy');

openedBy.addParam('sysparm_name', 'openBy');

openedBy.addParam('sysparm_caseID', sysId);

openedBy.getXMLWait();

var user = openedBy.getAnswer();

var createIncWindow = new GlideModal("CreateIncident");

createIncWindow.setTitle("Create Incident");

createIncWindow.setBackdropStatic(true);

createIncWindow.setWidth(700);

createIncWindow.setPreference("sysparm_sys_id", sysId);

createIncWindow.setPreference("sysparm_short_description", g_form.getValue("short_description"));

createIncWindow.setPreference("sysparm_description", caseDesc);

createIncWindow.setPreference("sysparm_assignedTo", g_form.getValue("assigned_to"));

createIncWindow.setPreference("sysparm_assignmentGrp", g_form.getValue("assignment_group"));

createIncWindow.setPreference("sysparm_callerID", user);

createIncWindow.render();

}

Ankur Bawiskar · ‎06-25-2025

@Deepika18

is description field HTML or string type?

share screenshots of what's coming in UI page and what do you expect?

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

Deepika18 · ‎06-25-2025

@Ankur Bawiskar
This is in the description of Case

and this is the result in Incident form.

Expected : I want it to be the same way as it is in the case form