When creating incidents using the Advanced Incident form the new line characters in the description field are getting replaced with <BR> entries. Once an engineer attempts to work on the incident the <BR> entries will be removed causing the formatting of the description field to be lost.
To address an issue with new line characters not being properly displayed a modification was made to the project SD.Feeder.TechnicianIncidentForms to replace the new line characters in the description with the HTML <BR> tag.
Symantec Development has addressed the issue in the Workflow engine that was preventing new line characters from being properly rendered. With this modification the requirement to replace the new line characters with the HTML tag is no longer required.
To address this issue in your environment you need to perform the following steps.
Open SD.Feeder.TechnicianIncidentForms in Designer
Open the Create Incident Process linked model.
Open the 'Merge IncidentDepartment.Name into Incident.Department' model.
Right click on the 'Replace CRLF with <BR>' component and choose 'Edit Component'
Click on the Settings tab
Uncheck the 'Is Enabled' check box
Save & Publish the project.
Along with making this modification to the project you also need to make sure that the version of Workflow installed on your ServiceDesk server is at least 7.5.2002.577. If you don't have this version of Workflow please contact Symantec Technical Support.
ServiceDesk 7.5 MP1
Imported Document ID: TECH208507
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