Service - Print Friendly and Notes: Special Characters, Line Breaks, Carriage Returns Not Displayed Properly

(Doc ID 2173443.1)

Last updated on JUNE 27, 2017

Applies to:

Oracle Teleservice - Version 12.2.4 and later
Information in this document applies to any platform.

Symptoms

Actual Behavior:

When entering and saving Note Details on a Service Request, new lines disappear on the text. Everything seems written as one line.
Line breaks and carriage returns are not displayed properly in Print Friendly and on Notes preview.

The content with special characters which are copied and pasted in the Notes section in the Service Request form is not displaying correctly when viewing through 'Log and Notes' Report.
Also it is including the spaces between 2 lines.

In 12.1.3 the formatting was present after saving the Note details.


Expected Behavior:

Carriage returns should display properly in Print Friendly and on Notes preview.
The content with special characters which are copied and pasted in the Notes section in the Service Request form should display as it is.

Steps:

[ Scenario 1 ]

(R) iSupport
(N) Create Service Request

Then navigate to TeleService:

(R) Service
(N) Service Request > Find Service Requests
  - Open the SR created in iSupport
  - Click Print Friendly button
  - Also hover over Notes to see preview.

[ Scenario 2 ]

(R) Service
(N) Service Requests > Create Service Request
  - Query any existing SR
  - Go to Log and Notes (Button)
  - Copy the paragraph text form Notepad into Description field
  - Click on Save button and Click on Close button
  - Again open Log and Notes.

  => There are additional spaces between 2 lines and some junk characters like â


[ Scenario 3 ]

(R) Service
(N) Service Requests > Create Service Request
  - Create SR with a Notes
  - Notice the formatting with newline in the Note Detail text
  - Click OK. Note Detail form will close.
  - Put in text in Description
  - Save changes
  - Click on Note Details again to see what has been written.

 => All formatting has disappeared.

Cause

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