Rich Text Editor Functionality Not Working As Expected

(Doc ID 2327949.1)

Last updated on NOVEMBER 14, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 and later
Information in this document applies to any platform.

Symptoms

1. Navigate to Main Menu -> Help Desk -> Add Case. Created Quick Keys.
    i. When selecting the quick key, it's displaying fine in the RTE box.
    ii. When using hot keys (e.g. #Quick Keys  ALT M), text is showing in a straight line.
    iii. When we use
in the text, text gets line break and
will be missing in the text.

2. On the environment, Text Tray is showing as a mix of alphanumeric characters.

Environment:
------------------
PT Version : 8.54.10

Application : CRM 9.2

Expected behavior:
--------------------------
Hot keys should work fine.
tag should be visible when using hot keys.

Cause

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