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  1. Jira Service Management Data Center
  2. JSDSERVER-570

Rich text formatting in the request type 'help and instructions' field

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    • We collect Jira Service Desk feedback from various sources, and we evaluate what we've collected when planning our product roadmap. To understand how this piece of feedback will be reviewed, see our Implementation of New Features Policy.

    Description

      NOTE: This suggestion is for Jira Service Management Data Center. Using Jira Service Management Cloud? See the corresponding suggestion.

      Atlassian Update – 29 December 2022

      Hi everyone,

      Thank you for your engagement with this suggestion.

      After reviewing this ticket we have decided not to consider it at this point in time. We have added further information about the available formatting options below, which caters for a number of different use cases. We will review this suggestion again in the future, so please continue to vote and watch the ticket, and leave comments if you have particular use cases that you would like to see supported in JSM Data Center.

      Kind regards,

      Charlie Marriott

      Jira Service Management, Data Center & Server

      Problem definition

      Currently, 'help and instructions' for fields associated with Request types cannot be consistently formatted according to Text Formatting Notation. Some formatting will work, but some will not (for example, lists do not get formatted properly, tables cannot be rendered, text breaks do not work).

      Suggested resolution

      Make formatting functionality consistent Text Formatting Notation, so that the field help on Customer portal could be formatted the same way as in Jira.

      Workaround

      While not all text formatting notation is supported in the 'help and instructions' section for fields, a large variety of formatting is available:

      • Text Effects can be used to change the formatting of words and sentences, such as bold, italic, underline, colours , superscript and subscript. 
      • A Heading size can be selected for the instructions to be displayed in.
      • Links can be used, including URLs, user names, and email addresses.
      • Advanced formatting such as a variety of panels
      • Other such as symbols, emojis, and special characters

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        Issue Links

          is duplicated by

          Suggestion - JSDSERVER-1557 Ability to add multiple lines (carriage return) in "Field help"

          • Closed
          is related to

          Bug - A problem which impairs or prevents the functions of the product. JRASERVER-68160 Enter a new line in a table cell under visual mode cause malformed table upon saving

          • Low - Low priority issues
          • Gathering Impact

          Suggestion - JSDSERVER-47 service desk Field help should support html and javascript

          • Gathering Interest
          relates to

          Suggestion - JSDCLOUD-570 The ability to customize "Field Help" field on the Customer Portal

          • Not Being Considered
          mentioned in

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          Activity

            People

              Unassigned Unassigned
              17c6c577eef0 julian83
              Votes:
              395 Vote for this issue
              Watchers:
              156 Start watching this issue

              Dates

                Created:
                Updated:

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