Agent Workspace: HTML Comments and Work notes

Have you ever got the requirement of adding HTML Comments and Work notes to the Task form?

I’ve seen that requirement a few times and I haven’t found the perfect solution yet. Probably, there isn’t and it’s better to decline the idea immediately.

But in the Agent Workspace, you just need to set a System Property:


Controls whether journal entries in workspace are displayed as html fields or string fields (true = html, false = string).

This editor has fewer options than the old one in the backend. But the way it transforms the content into HTML is the same that you could implement yourself: Adding the [code][/code] tags around your HTML content.

So, before activating it in your production environment, be extremely careful and check the effect it has in other areas of the platform. Your Service Portal or your Mobile app might not be prepared to handle the HTML.