Activity log improvements - enter instead of shift+enter?

[mfhaciahmetoglu]

Hi,

When adding a comment in an incident using the employee center interface, using 'enter' on my keyboard causes the comment to get submitted.
However, I would expect that this enters a new line in the comment field instead of submitting the form.

I know I can add a new line with 'shift + enter', but I think the default experience is better with just using 'enter' for a new line? 

Is it possible to configure this?

Thank you for considering.

Best regards,
Firat

[Ankur Bawiskar · Accepted solution]

@mfhaciahmetoglu 

that's not possible to change the behavior.

Please train your users about this.

the enter will add new line only if the input type is multi line

Since the input type is single line in portal, it considers that when you hit enter a comment has to be posted

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

[Daniel_san]

Dear @mfhaciahmetoglu
The solution (at least available in the Zurich version) is directly in the ESC:

• In the Activity tab body, right‑click with the mouse, select “Instance options”, and enable the “Enable rich text editor” checkbox.

Personally, I don’t like it from a visual point of view, but it works perfectly and prevents users from adding a new comment every time they press Enter.

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A workaround to try to minimize the issue is to include, in the prefilled text of the “Type your message here…” field, something like “Type your message here… (you can insert a line break by holding down SHIFT + ENTER)”. This way, at least the more advanced users 😛 will know how to do it properly:

1. Clone the OOB widget “Standard Ticket Conversations” and modify the Server Script of the new widget, adding the clarification to the text.
2. Clone the OOB widget “Standard Ticket Tab”, then in the Server Script of the new widget locate the two references to the OOB Standard Ticket Conversations widget and replace them with the newly cloned one.