dbeckner
Frequent contributor

Passing Formating Tags through ITSM API

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Is it possible to pass formating values like <br/> into an ITSM field like "Details"?

I have been working with our Remedy team to format data we are passing from App Broker to Remedy but it is passing the plain text <br/> instead of translating to format changes.

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jdempsey
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Re: Passing Formating Tags through ITSM API

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I don't know for sure, but that sounds to me more like a rendering setting on the Remedy side.  I think there are some fields in Remedy that can be configured to render HTML where others cannot.  Even in the fields where they can be rendered as HTML, you may have to change a setting to tell it to render as HTML.  Can you confirm if those tags are coming in as-is or if they are being encoded?  For example, is it coming through as </br> or as &lt;/br&gr; or as %3C%2Fbr%3E?  If it comes through as </br>, then it has to be a Remedy rendering issue.  If coming through as encoded, I'm not sure we can avoid/fix that.

Anything expressed here is my own view and not necessarily that of my employer, Flexera. If my reply answers a question you have raised, please click "ACCEPT AS SOLUTION".

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jdempsey
Moderator Moderator
Moderator

Re: Passing Formating Tags through ITSM API

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I don't know for sure, but that sounds to me more like a rendering setting on the Remedy side.  I think there are some fields in Remedy that can be configured to render HTML where others cannot.  Even in the fields where they can be rendered as HTML, you may have to change a setting to tell it to render as HTML.  Can you confirm if those tags are coming in as-is or if they are being encoded?  For example, is it coming through as </br> or as &lt;/br&gr; or as %3C%2Fbr%3E?  If it comes through as </br>, then it has to be a Remedy rendering issue.  If coming through as encoded, I'm not sure we can avoid/fix that.

Anything expressed here is my own view and not necessarily that of my employer, Flexera. If my reply answers a question you have raised, please click "ACCEPT AS SOLUTION".

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