HTML Tags Are Showing For Service Request 'Log And Notes' And Print Friendly Report

(Doc ID 2370840.1)

Last updated on MARCH 08, 2018

Applies to:

Oracle Teleservice - Version 12.2.6 and later
Information in this document applies to any platform.
Checked for relevance on 8-MAR-2018

Symptoms

ACTUAL BEHAVIOR
---------------
Print Friendly Format report showing SR notes with HMTL tags.

EXPECTED BEHAVIOR
-----------------------
HTML tags should not be displayed for the Notes data in the report. It should show the exact data entered.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1. Log in to Customer Support Specialist. Click on Agent Dashboard

2. Scroll down to Create Service Request Section and enter Search Key = Customer Name and click on Go.

3. Enter the problem summary and enter the below text in notes section (in Richtext mode).

THIS
IS
A
TEST NOTE

4. Click on Apply. SR gets created.

5. Navigate to (R) Service -> Service Request -> Create Service Request.

6. Query that SR number and click on 'Log and Notes' and then click on 'Print Friendly Report'.

7. In the report, it is showing like below,


THIS<br />
IS <br />
A<br />
TEST NOTE



Changes

 

Cause

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