automate adding the HTML tags in comments

[Greg L]

Has anyone ever developed a solution to auto add code tags into additional comments to avoid white spaces being removed after saving. We have customers complaining because of all the lines spaces being removed and we want to avoid our users having to add code tags every time they add a comment that requires spacing.

OR has anyone have any other solutions they may have implemented to combat this?

[Kieran Anson]

Can you attach a screenshot of your issue? How are you adding comments? Spacing shouldn't need the use of a code tag unless you're wanting indentation behaviour

[Greg L]

Hi so you can see from my screen shots comments are added in the back end with line spacing however in the CSM portal fot the customer tha spacing gets removed.

[Kieran Anson]

Thanks for the clarification. Your issue, based on the screenshots, isn't to do with the necessity of code tags but rather the widget that is displaying comments in your CSM portal. The screenshot is a little restrictive to tell but do you know if you're using the OOB standard ticket portal widget? Or something custom? The styling looks to be different than the OOB.

Screenshots showing OOB CSM behaviour when using the 'standard ticket' widget

 

  

[Greg L]

I have tried this also on an OOTB PDI instance (on case) and have the same issue and this is also  outlined in ServiceNow KB1206303