Paste Option Missing in Email Compose (Screen Shots attached)

[Jeff Sacco]

Hello Everyone,

We recently upgraded to Tokyo and one of our users noticed that the paste option is missing when composing an email from an incident. The norm was they would right-click in the body and select paste but only an option to link now appears. This seems like something we should be able to toggle/change the function of but having no luck finding the setting. Has anyone else noticed or experienced this?

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Thanks

[Mike_R]

Very odd. I just tested and was able to reproduce.

As a workaround, if you hold down Ctrl and right click then you see the normal paste/other options. And obviously CTRL + v works too.

I don't see anything documented on ServiceNow's site regarding this, so i would suggest opening a case with Support.

[Mike_R]

See this article from SN

https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB1189657

Description

In Tokyo, it is not possible to right click - paste in an HTML field

Steps to Reproduce

Login to instance .Two ways to see behavior.
First way:
1. Firstly, open an existing change_request or incident record.
2. Click on the 3 dots (more options) at the top of page and select "Email" to open the email client.
-- Note the body of the email is an HTML field (uses TinyMCE)
3. Use Cut / Copy or CTRL+C to capture some random text to paste into the field.
4. Attempt to right click in field to select "Paste" to paste some content into this field
--NOTE there is no option to Cut / Copy / Paste from this field.
5. It is possible to use CTRL+V to paste the content into this field.

Second way (see recording attached):
1. Open a new kb_knowledge record / article
-- Note that the Article body is an HTML field
3. Use Cut / Copy or CTRL+C to capture some random text to paste into the field.
4. Attempt to right click in field to select "Paste" to paste some content into this field
--NOTE there is no option to Cut / Copy / Paste from this field.
5. It is possible to use CTRL+V to paste the content into this field.

In San Diego, the right click menu displays options such as cut/copy/paste but in Tokyo it only shows "Link"

Workaround

This is expected behavior and by design in all currently supported releases which uses TinyMCE Version 5.
Starting from TinyMCE version 5 we have to use control + right click to enable context menu.

Related Problem: PRB1609720

[AdamSL]

Has this been resolved ?