Comments added via AddTicketNoteHtml API display the HTML rather than rendering it correctly.
Problem reported by PDSI Support - April 13 at 1:40 PM
Resolved
We are working on implementing SOC2 within our organization.  SmarterTrack is a key component of that as we are using it for both Issue tracking and Change Management.  Part of our strategy is that every Ticket must be tagged with both an Account and an Asset.  We then use those tags to automatically generate a ticket comment with links to the appropriate systems using the svcTickets.AddTicketNoteHtml API.  The problem is that comments with embedded HTML are not displaying correctly:
Additionally, if comments are edited via the svcTickets.EditTicketNote API then the HTML is encoded which not desireable.  There is no svcTickets.EditTicketNoteHtml API.  We need to be able to edit these comments as there will be additional information added from time to time.
 
 

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Andrew Barker Replied
Employee Post
We have verified and are working to resolve the HTML comments issue. Fortunately, it looks like the bug is on the display side, not the API side. We will update this thread once the fix is released.
 
As for adding an EditTIcketNoteHtml API, I will be bringing that up for internal discussion.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

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Andrew Barker Replied
Employee Post
This issue was corrected in versions 12.6.6723 and 13.1.6718, released yesterday - 2018-05-29.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
PDSI Support Replied
The fix for AddTicketNoteHtml is appreciated but without a corresponding EditTIcketNoteHtml API the fix is useless as any edit reintroduces the previous issue.  I tested this morning with 13.1.6718.30659.
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Eric McCarthy Replied
Employee Post
We understand your need for this new API call. We have started internal discussions to possibly add this new API call to SmarterTrack.
Eric McCarthy
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com
0
Andrew Barker Replied
Employee Post
On June 15 we released SmarterTrack 14, which includes a new EditTicketNoteHTML API.

Andrew Barker
Software Developer
SmarterTools Inc.
(877) 357-6278
www.smartertools.com

0
PDSI Support Replied
Fantastic! Thank you! I will check it out immediately.

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