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This is to be expected.
- html will represent a line break with a <br> tag
- striphtml will remove all tags including <br>
The transformation of the formatting from one system to another requires some understanding. Depending on the platform different types of renderers are used
- Zendesk - HTML
- ServiceNow - text and HTML
- Jira Cloud - Markdown
- Jira On Premise - text and wiki
- Github - text and Markdown
- AzureDevOps - HTML
Whenever syncing, be sure that the conversion is done correctly.
For instance - when syncing from AzureDevOps into a html field on ServiceNow - no transformation is required, as both platforms 'understand' html
To give it a try- Setup a connection between ADO to SNOW
- Configure an HTML field on SNOW in incident
Add following code snippet in the incoming sync on the service now side
entity.description = replica.description entity.u_html_description = replica.description
- Exalate a workitem to an incident. Make sure that the description has some formatting
The workitem
The incident
As you can see the description is garbled - because it cannot render the html, but the html_description is.
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I see the code to strip the HTML from the field. However, it also strips our the line breaks. Is there a happy median where it does not maintain the HTML code but still keeps the line breaks?