Issue using quotes in Short Description

[laura_p]

I noticed that when I put quotes in the Short Description (example Error "Unauthorized error 401" while opening IE) it shows fine with the quotes in the search list when searching the Knowledge Base but as soon as I go into the actual article the Short Description will show with a slash in front of each quote (example Error /"Unauthorized error 401/" while opening IE). Anyone see this before and know what it is happening? It does not show this in the Text field when adding quoted text.

[gemini17]

Hey Laura:

I presume, this happens when creating a new Knowledge Article.   I just tried this in IE, in my developer instance, I did not get the error.   See the screen shot below.

May be try clearing the cache, and see you still get the error.   Also try in different browsers.   I tried in Fire Fox as well, I did not get any error.

Hope this helps.

Hit it correct and helpful as you see the impact.

Kind regards

Danny

[laura_p]

I receive no error message of any kind. The example error is just an actual title of the document and how it displays. I added some screenshots to help understand. This happens in both IE and Chrome. Our Article Type we are using is HTML. This happens regardless of where I put the " in the Short Description.

The first screen shot is what the title looks like in main homepage search list. Which shows as I would assume it would.

The second screen shot is when you click on the title to view the actual full document. You see how there is an added character of the \ right before both of the " character.

When editing the document is shows correct without the \. It seems to be adding those characters somehow only to the full user view of the document.

Thank you.

[gemini17]

Hey Laura:

What script it is referring to.   did you write any any script to process your request. If that be the case, I would put some gs.log or alert statements in between script lines, depending on server side or client side script and see, which line shows you error.

Hope this is helpful.

P.S. Hit it correct and helpful as you see the impact.

Kind regards

Danny Raj

[laura_p]

We are using knowledge creation out of the box. I do not have access to any scripts. It is strange when you are looking at the document as an ITIL user or in our ESS portal you see the slash but in edit mode you don't. I can accommodate by not putting quotes in the Short Description however this shouldn't be the case.