ServiceNow Ticket Text Editor

[Louis V]

I've been using ServiceNow for several years as an ITC. I want to learn to do more in ServiceNow, so I recently started taking the training on Now Learning. My goal is to become a ServiceNow Admin.

I know there is a text editor in ServiceNow for Knowledge Articles. What I am trying to learn is if there is a text editor for Incident, Request, and Task tickets. I have been using HTML to format text in our ticket templates, but I would prefer the speed and ease of using a text editor. When using HTML, if you copy and paste the formatted text from a previous additional comments field and paste it into a new additional comments field, it does not copy over the formatting. A text editor would copy and paste the formatting.

I have searched online for an answer, but what I find is contradictory and from 5+ years ago. I may eventually find my answer in the training, but is there a text editor for tickets, and if so, how is it enabled?

[Paul Curwen]

There is no text editor as such for Incident, Request Task tickets. On the OOTB Journal fields (Work Notes and Comments) you can use HTML tags if required but it is long winded. See: https://www.servicenow.com/community/in-other-news/formatting-within-journal-fields-using-html-amp-c...

ServiceNow does provide a standard field type of HTML so : https://docs.servicenow.com/bundle/xanadu-platform-administration/page/use/using-forms/concept/c_Use...

So there is nothing stopping you using this field type for a custom field on any table.