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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

            Rebecca Plattner added a comment -

            We still have this problem in conflunce cloud database. When we use Page details Description.

            Rebecca Plattner added a comment - We still have this problem in conflunce cloud database. When we use Page details Description.
            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 ]

            Antoine [Klee Group] added a comment -

            Same here on Jira Cloud.

            Antoine [Klee Group] added a comment - Same here on Jira Cloud.
            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]

            Julien Rey added a comment -

            Hey cabergsj

            According to the fix version field of this ticket, the bug should have been fixed on Service Desk version 4.1.1 (which corresponds to Jira 8.1.1).
            Can you try to upgrade Jira to 8.1.1 or higher (and Service Desk to 4.1.1 and higher), and check if the issue is still happening?

            If it's happening, I would recommend to open an Atlassian Support ticket via https://support.atlassian.com/, so that we can assist you with this issue.

            Julien Rey added a comment - Hey cabergsj According to the fix version field of this ticket, the bug should have been fixed on Service Desk version 4.1.1 (which corresponds to Jira 8.1.1). Can you try to upgrade Jira to 8.1.1 or higher (and Service Desk to 4.1.1 and higher), and check if the issue is still happening? If it's happening, I would recommend to open an Atlassian Support ticket via https://support.atlassian.com/ , so that we can assist you with this issue.

            Julien Cabergs added a comment -

            Hello,

             

            We have the same problem in our organisation.

            We use the Jira Service Desk version 8.1.0 and Confluence in version 6.15.1.

             

            Thanks in advance for a rapid resolution !

            Julien Cabergs added a comment - Hello,   We have the same problem in our organisation. We use the Jira Service Desk version 8.1.0 and Confluence in version 6.15.1.   Thanks in advance for a rapid resolution !

            Tom De Coninck added a comment - - edited

            Not sure if it is 100% the same issue. In Jira Service Desk, I can Add an organisation with the ' Apostrophe Single quote. Everywhere in the application it shows good. But, when I go into Organisation detail , The title of the organisation shows the #39;

             

            The version I use is 4.2 , IMHO the issue isnt resolved

             

             

             

             

            Tom De Coninck added a comment - - edited Not sure if it is 100% the same issue. In Jira Service Desk, I can Add an organisation with the ' Apostrophe Single quote. Everywhere in the application it shows good. But, when I go into Organisation detail , The title of the organisation shows the #39;   The version I use is 4.2 , IMHO the issue isnt resolved        

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

                Created:
                Updated:
                Resolved: