Comments added via AddTicketNoteHtml API display the HTML rather than rendering it correctly.

Problem reported by PDSI Support - 4/13/2018 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.

6 Replies

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Andrew Barker Replied

4/17/2018 at 10:27 AM

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. www.smartertools.com

Andrew Barker Replied

5/30/2018 at 7:15 AM

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. www.smartertools.com

PDSI Support Replied

5/30/2018 at 10:33 AM

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.