Description field format of the known error article is not in the correct format

[Harshiha R]

Installed Plugins:

• The Problem Management Best Practice — Madrid (com.snc.best_practice.problem.madrid)
• The Problem Management Best Practice — Madrid — Knowledge Integration (com.snc.best_practice.problem.madrid.knowledge)

Issue:

As per the OOB functionality it copies the “short description” and “description” from the source Problem ticket. But the description of the known error article is not in format when viewing the article.

[Anil Lande]

Can you please share more details?

what is the issue and what is expected?

[Harshiha R]

Hi,

When navigating to one of the Knowledge articles of Known Error articles(these articles are created from Problem records). In these articles, there is a related link 'view article'. When we click on it it will open the article in the platform.

The issue that I am facing is that the 'Description' field is not maintaining its format(paragraph, points, next lines, etc) in the platform view of article(image attached for reference).

The description field is currently of type string but I have also updated it to 'html' post which it is showing tags also along with the field value and the formatting is still missing.

The other fields present in the form such as workaround, and cause (both are of HTML type) are maintaining the proper format. 

Thanks,

[Harshiha R]

Hi Anil,

When navigating to one of the Knowledge articles of Known Error articles(these articles are created from Problem records). In these articles, there is a related link 'view article'. When we click on it it will open the article in the platform and the whole content is defined in UI macro 'kb_view_common_content'.

The issue that I am facing is that the 'Description' field is not maintaining its format(paragraph, points, next lines, etc) in the platform view of article(image attached for reference).

The description field is currently of type string but I have also updated it to 'html' post which it is showing tags also along with the field value and the formatting is still missing.

The other fields present in the form such as workaround, and cause (both are of HTML type) are maintaining the proper format. 

Thanks,