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HTML Tags Are Showing For Service Request 'Log And Notes' And Print Friendly Report (Doc ID 2370840.1)

Last updated on MARCH 14, 2019

Applies to:

Oracle Teleservice - Version 12.2.6 and later
Information in this document applies to any platform.

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
-----------------------
(R) Customer Support Specialist
(N) Agent Dashboard

 - Scroll down to Create Service Request Section and enter Search Key = Customer Name and click on Go.
 - Enter the problem summary and enter the below text in notes section (in Rich Text Mode - RTM).

    THIS
    IS
    A
   TEST NOTE

 - Click on Apply. SR gets created.

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

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

 - In the report, it is showing like below:

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

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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