How to stop images pasted into work notes being customer visible

[Michael Culhan1]

When glide.ui.journal.use_html is set to true, agents can paste images into Additional Comments and Work Notes.  The trouble is, when the comment is posted, the activity shows an entry for image uploaded which is customer visible.  Any way to stop this and just leave the image in the work note/comment ?  The email configuration table has an option for this for emails (don't attach to record, just leave in email)... wondering if there is something similar for the journal

Edit for clarity:

Steps to reproduce:

1) Set glide.ui.journal.use_html to true
2) Go to an incident in agent workspace.  Paste an image into the work notes rich text editor.  Post the work note
3) The work note will post into the activity with the image embedded.
4) The image is also uploaded as an attachment (twice actually) to the incident.  If you go to the attachments table, there are three attachments associated with this procedure. 

• the attachment on the sys_journal_field table
• two attachments on the incident table (as ZZYY).  These are the attachments that are visible to the customer.

My question is, is it possible to not have these last two attachments (YYZZincident) upload into the incident record? 

The email client configuration table (sys_email_client_configuration) has a setting for attachments (attachment_send_action) where you can specify that attachments should not be uploaded to the original record and just remain in the email.  I'm wondering if there is something similar for sys_journal_field.  Thanks.

[Maik Skoddow]

Hi @Michael C 

what do you mean with "... can paste images into ..."?

Basically the "Additional Comments" and "Work notes" field are plain text and pasting images there is not possible. Of course, there are recipes to enable a Richtext Editor for that fields, but I don't know whether you have done this. If so, you could upload the images into the image library and select them from there in the "Insert Image" dialog.

And regarding your question: It would be rather difficult to differentiate attachments regarding their use in certain fields.

Please provide more details in case I could not answer your question.

Kind regards
Maik

[Michael Culhan1]

Check out the system property glide.ui.journal.use_html

[Maik Skoddow]

Hi @Michael C 

neither I'm in your head nor I have access to your instance. And as you did not provide more details or screenshots, I have to ask questions.

And your only response is really "Check out the system property glide.ui.journal.use_html"?!

Maik

[Michael Culhan1]

You said Basically the "Additional Comments" and "Work notes" field are plain text and pasting images there is not possible So it seems you are not aware of this system property. This is an OOB property, not a customization. My original question relates to how this feature behaves. My response was a suggestion to look at the OOB feature, my apologies if that was offensive