bug? Characters <&> Sent in Email Not Showing Correctly in the Timeline

[AlexOnTheHill]

Hello,

Would it be possible to look at the following characters which when added to an email aren't correctly visible in the timeline?

Greater than >

Less than <

Ampersand &

Presently, if these characters are included in an email to a user the email shows correctly but the entry in the timeline does not, the characters become &gt; &lt; and &amp; respectively

If these characters are added to the timeline as an update they show correctly, it seems there is something specific about email that is a problem.

Many thanks

[Martyn Houghton]

+1 for us

[HHH]

We are also affected looks like they are html encoded in the email and timeline update fails to convert back

[Jeremy]

we noticed this too

 

[JanS2000]

Hi, I'm fairly new to using Hornbill (from March this year) and have noticed this also happens in our instance. Did anyone come up with a solution or is it just something we need to live with? It's not a major issue, as the OP said, the email the customer gets looks fine, it's just the timeline it happens on. I've noticed also that the same characters show in the timeline when we apply categories/sub-categories, so not solely related to emails in this case. Thanks in advance for any advice/suggestions.

[Victor]

@JanS2000 the issue reported in this thread with characters < and > not displaying as such in the timeline should have been fixed in SM build 2091 deployed in Dec 2020. Can you please detail on the issue you experience now, perhaps some screenshots? (please remove or obfuscate any sensitive data from screenshots)

[JanS2000]

Thanks for replying @Victor, I'll take some screenshots and post them shortly.

[JanS2000]

Hi @Victor, here are a couple of screenshots from two recent calls where this has occurred. The second image, on the original email it says S&W, but shows in the timeline as the above. 

[JanS2000]

On 8/16/2022 at 11:22 AM, JanS2000 said:

Hi @Victor, here are a couple of screenshots from two recent calls where this has occurred. The second image, on the original email it says S&W, but shows in the timeline as the above. 

Hi, this still happens for us, do I need to raise a support call?

[JanS2000]

On 8/16/2022 at 11:22 AM, JanS2000 said:

Hi @Victor, here are a couple of screenshots from two recent calls where this has occurred. The second image, on the original email it says S&W, but shows in the timeline as the above. 

Hi, this still happens on our instance (we started using Hornbill in March). It's not a major issue but one I'd like to get sorted if possible. Should I raise a support ticket?

Any help or advise greatly appreciated.

[Victor]

41 minutes ago, JanS2000 said:

Should I raise a support ticket?

@JanS2000 yes, would help keep a better track for where we are with this. We did raise this with development and a support request should bring more attention to this.

[Victor]

@AlexOnTheHill @Martyn Houghton @HHH @Jeremy development is now working on a fix for this defect. If you like to be notified when the fix is deployed please navigate to our customer success portal in Hornbill Support Service on Published Defects tab. Hit the "Me Too" button on the defect and you will be added as an impacted connection to it. Reference: KE00174669

@JanS2000 for the "category" timeline entry you have posted, have a look in categories configuration, it might be that it has an incorrect delimiter set up there.

[JanS2000]

Thanks @Victor. I can't find anything called categories configuration in the admin console, do I need a particular role to see this?

[Victor]

@JanS2000 it would be the Profiles in admin console:

 

And in here, you would navigate to Requests. In here it could be Name or Code Separator that might have an incorrect value:

[JanS2000]

Got it, thank you @Victor! Yes, the Name Separator has -&gt; in but assuming it should be > as in your screenshot?

Is that right? Apologies for my ignorance on this, it's unfamiliar territory for me.

 

[Victor]

@JanS2000 yes the &gt; is the formatting for > ... So what I would say you need there is like this (so dash and >)

 

You can have just the ">" but what you would have had (if it wasn't for the formatting) would have been "->" so, it depends on how you want to separate categories with just ">" or "->"

 

[JanS2000]

I'll give that a go, thank you!