Could we change the incident notes to a rich text box?

sam_yan · ‎05-22-2017

Dear expert,

Is it possible to change the incident notes to a rich text box?

Then we can type texts and paste screenshots in one box.

Thank you!

LaurentChicoine · ‎05-22-2017

Hi Sam,

The previous proposition would probably not achieve what you want because the additional comments need to be kept a journal field input.

The cleaner way to do it is to add a new custom field that would replace the existing additional comments field and to use that field to fill the additional comments.

Create new field of type HTML (u_notes) on task table
On form layout replace the additional comments field by that new field
Create the following business rule

Name: Populate additional comments from HTML

Table: Task

Advanced: True

When: before

Order: 100

Insert: true

Update: true

Filter conditions: Notes changes

Script:

(function executeRule(current, previous /*null when async*/) {


       current.comments = '[code]' + current.getValue('u_notes') + '[/code]';

       current.u_notes = '';


})(current, previous);

However, this will not work with the Post button of the UI16.

View solution in original post

nikhil_001 · ‎10-07-2020

Hi Everyone,

Is it working as expected ?

sam_yan · ‎10-08-2020

Technically, we can say yes. But we give up finally. Because it took to much effort to adapt also SP, notification... Will wait for a complete solution from ServiceNow.

nikhil_001 · ‎10-08-2020

I implemented this , but Post button functionality disappeared as stated. Do we have anything in place so that we can get the POST button back

ralvarez · ‎06-10-2021

Hi Sam,

Here you have another possibility

HTML Rich editor (Tinymc) as journal field

sam_yan · ‎08-18-2021

Hello Ralvarez,

Thanks for the sharing. Good example!
Unfortunately, we reverted back to OOB. Because there're so many other places need to enhance as well. So we wait ServiceNow to implement it (as you can see, with the mobile app, user can upload picture/video).