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  1. Jira Service Management Data Center
  2. JSDSERVER-5839

Special characters not encoded properly for suggested knowledge base articles on create form

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      Summary

      Special characters such as the Apostrophe sign ( ' ), double quote ( " ), lower sign (<), greater sign (>) are not encoded properly for suggested knowledge base articles on create form.

      Steps to Reproduce

      1. Create a new Space in a Confluence instance
      2. Create a new Page on that space containing apostrophe / single quote (') or double quote (") sign in title and / or description
      3. Create an application link between the JIRA instance and the Confluence instance
      4. Create a Service Desk project in JIRA
      5. Go to Project Settings > Knowledge base and select the space created in Confluence to be the KB space configured in Service Desk, per the instructions in Set up a knowledge base for self-service
      6. On Customer portal, open new request and fill the summary so it searches and shows KB article (eg. vpn)
      7. KB articles are searched and shown

      Expected Results

      Apostrophe is encoded correctly.

      Actual Results

      Apostrophe ( ' ) is not encoded correctly, it shows

      &#39;

      instead of the sign itself. Character ( ` ) is shown correctly.

      Also:

      • the double quote ( " ) shows as: 
        &quot;
      • the lower sign shows as: 
        &lt;
      • the greater sign shows as 
        &gt;

      Workaround

      None

      Notes

      • Encoding across all components for both products was set to UTF-8 and database collation for both products were supported.
      • Issue reproducible when using recent versions of Confluence such as 6.10.x or g.14.x, but not older versions such as 6.3.1

        1. kb-search.jpeg
          43 kB
          Marko Filipan

            [JSDSERVER-5839] Special characters not encoded properly for suggested knowledge base articles on create form

            Decadis Apps made changes -
            Comment [ The problem still exists in our Confluence Database. ]
            Bruno Moreira made changes -
            Remote Link Original: This issue links to "JSDS-3687 (Bulldog)" [ 414247 ] New: This issue links to "JSMDC-3687 (JIRA Server (Bulldog))" [ 414247 ]
            Julien Rey made changes -
            Affects Version/s Original: 4.13.1 [ 92694 ]
            Sathiskumar (Inactive) made changes -
            Affects Version/s New: 4.13.1 [ 92694 ]
            set-jac-bot made changes -
            Fixed in Enterprise Release/s New: [Download 3.16|https://confluence.atlassian.com/enterprise/atlassian-enterprise-releases-948227420.html]
            Przemyslaw Czuj (Inactive) made changes -
            Resolution New: Fixed [ 1 ]
            Status Original: Waiting for Release [ 12075 ] New: Closed [ 6 ]
            Bugfix Automation Bot made changes -
            Support reference count Original: 5 New: 6
            Lachlan G (Inactive) made changes -
            Assignee New: Mohil Chandra [ mchandra@atlassian.com ]
            Lachlan G (Inactive) made changes -
            Fix Version/s New: 4.1.1 [ 85903 ]
            Lachlan G (Inactive) made changes -
            Fix Version/s New: 3.16.4 [ 86391 ]

              mchandra@atlassian.com Mohil Chandra
              mfilipan Marko Filipan
              Affected customers:
              21 This affects my team
              Watchers:
              26 Start watching this issue

                Created:
                Updated:
                Resolved: