question Could we change the incident notes to a rich text box? in ITSM forum

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

sam_yan — Mon, 22 May 2017 08:28:23 GMT

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!

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

tarleen — Mon, 22 May 2017 10:58:36 GMT

Hi Sam,

You can achieve this by changing the type of the particular field to "HTML". This will let you insert the images in the field.

For e.g, if you want to attach screenshots for the "additional comments" or "work notes" field, then

Right click the field name -> configure dictionary -> change the type to "HTML". The option for "insert/edit image" will be available. You can choose the type as attachment . Browse the image and then click attach.

The image will be added in the additional comments/work notes field.

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

LaurentChicoine — Mon, 22 May 2017 13:01:17 GMT

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.

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

sam_yan — Fri, 16 Jun 2017 06:15:06 GMT

It isn't a simple field. I would use Laurent's solution.

Thank you all the same.

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

sam_yan — Fri, 16 Jun 2017 06:16:35 GMT

Thank you very much for your solution Laurent!

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

nikhil_001 — Thu, 08 Oct 2020 05:58:58 GMT

Hi Everyone,

Is it working as expected ?

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

sam_yan — Fri, 09 Oct 2020 01:59:14 GMT

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.

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

nikhil_001 — Fri, 09 Oct 2020 05:28:50 GMT

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

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

ralvarez — Thu, 10 Jun 2021 16:20:31 GMT

Hi Sam,

Here you have another possibility

HTML Rich editor (Tinymc) as journal field

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

sam_yan — Thu, 19 Aug 2021 03:19:30 GMT

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).