Service Operations Workspace - Disable Rich Text Editor

[ftulabingTCS]

Hi,

I've been trying to look everywhere on how to disable the rich text editor in service operations workspace by default(image attached) as we encounter issues on reporting against worknotes if this is enabled. Since this is enabled by default, when an agent puts something in worknotes it is captured with some [code] ]/code] tags in the report.

[KKM]

Hi FtulabingTCS,

To disable the rich text editor by default in Service Operations Workspace in ServiceNow, follow these steps:

Solution 1: Modify System Properties
Navigate to System Properties:

Go to All > System Properties > UI Properties.
Disable Rich Text Globally:

Look for a property related to rich text fields, such as:

glide.ui.htmleditor.enabled
Set it to false to disable the rich text editor globally.
Solution 2: Configure the Specific Field in Workspace
Open the Workspace Configuration:

Go to Now Experience Framework > Service Operations Workspace Configuration.
Modify the Work Notes Field:

Find the Work Notes field.
Look for a setting like Use Rich Text or Editor Type.
Switch it to Plain Text.
Save & Refresh Workspace.

Solution 3: Modify Dictionary Settings for Work Notes
Go to System Definition:

Navigate to System Definition > Dictionary.
Search for the Work Notes Field:

Filter by Table = Task.
Find the work_notes field.
Change Text Type:

Ensure the field type is Plain Text instead of HTML/Rich Text.
Save & Test.

Kindly mark it as "Accepted Solution"/"helpful", as it resolves your query. Please press like button for the resolution provided.

With Regards,
Krishna Kumar M - Talk with AIT3ch
LinkedIn: https://www.linkedin.com/in/mkrishnak4/
YouTube: https://www.youtube.com/@KrishAIT3CH
Topmate: https://topmate.io/mkrishnak4 [ Connect for 1-1 Session]

[ftulabingTCS]

Hi @KKM I tried looking for the system property but wasn't able to find one.

[Ankur Bawiskar]

@ftulabingTCS 

I couldn't see it in SOW on incident form

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

[Rana1950]

Hi, There is a global property glide.ui.journal.use_html. Set it to false to disable the rich text editor globally.

Kindly mark it as "Accepted Solution"/"helpful", as it resolves your query. Please press like button for the resolution provided.