Special Handling Notes displaying html instead of rich text

[Mike Stockman1]

We recently upgraded to Australia and have noticed the Special Handling Notes are now appearing incorrectly as html instead of the rich text format as expected and as it worked previously.  

I created a new SHN to verify if maybe previous ones were just not converted, but still get the tags.

Here's what it should contain:

Entry Restriction:

• Clearance for space access required
• This is a test record

View the attached image for what is current popup.

I noticed if it's a simple sentence, it appears correctly, but when i do formatting or adding any bullets, it appears with html tags.

Where do i go to verify or is this something we need to contact Support with?

[Tanushree Maiti]

Hi @Srivathsa 

Can you check this KB and validate- KB3008188 Special Handling Notes are not popping up on all cases after Zurich upgrade 

[Srivathsa]

Thank you  for your reply @Tanushree Maiti . However the recommendation on the KB article shared from your end did not resolve the HTML tags on special notes.

I had raised a Now-Support ticket on it and received the below work around that solved the issue. It is a known error handled via problem PRB2001110 & will be fixed as a part of Australia release patch 2.  Find below the link to docs on Australia release patch 2 where we have the problem listed

https://www.servicenow.com/docs/r/release-notes/australia-patch-2.html

As a workaround, we need to adjust the script  on UI page: "special_handling_notes" 

• In HMTL script, replace the line number 88 with below line
  <g:no_escape>${HTMLSAN:gr.getDisplayValue("message")}</g:no_escape>

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