How to disable html links in the description of a ticket?

Document ID : KB000051485
Last Modified Date : 14/02/2018
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Description:

Within the Description or Summary field if the description contains html code referencing to internal / external site, once we save it shows up the URL hyperlinked, is there any way we can disable that?

If one were to enter some html code in the description of a ticket. When you save the ticket it appears as hyper linked. For example -

In the ticket details screen if we have code as below in Figure 1.

Figure 1:

Figure 1

Once we have it shows up as below in Figure 2.

Figure 2:

Figure 1

There might be a requirement to just display the entire code, rather than the hyper link. How do you do it?

Solution:

  1. Open the corresponding htmpl form for the ticket type (I have mentioned the htmpl form names and what ticket type it corresponds to further below), in the Web screen painter.

    detail_in.htmpl - Incidents
    detail_cr.htmpl - Requests
    detail_pr.htmpl - Problems
    detail_chg.htmpl - Change orders
    detail_iss.htmpl - Issues

  2. Click on Source (On the lower right side) to view the source.

  3. Now, search for the keyword 'keeplinks' and change the value to 'No' from default 'Yes' where ever applicable.

    1. For example I open the detail_in.htmpl file and I want to disable hyperlinks in the description section of the form, so I'd search of 'keeplinks' and edit the value to 'No' in the following section -
      if(propSearchConfig.indexOf("description*") > -1)    {  <PDM_MACRO NAME=dtlTextbox hdr="Description" attr="description" size=120 colspan=3 rows=4 keeplinks=yes spellchk=yes srchknow=yes>    } else {    <PDM_MACRO NAME=dtlTextbox hdr="Description" attr="description" size=120 colspan=3 rows=4 keeplinks=yes spellchk=yes srchknow=no>    } 
    2. Change the above to look like -
      if(propSearchConfig.indexOf("description*") > -1)    {   <PDM_MACRO NAME=dtlTextbox hdr="Description" attr="description" size=120 colspan=3 rows=4 keeplinks=no spellchk=yes srchknow=yes>    } else {    <PDM_MACRO NAME=dtlTextbox hdr="Description" attr="description" size=120 colspan=3 rows=4 keeplinks=no spellchk=yes srchknow=no>   } 
      Note that keeplinks value has been changed to 'no' from default 'yes'.

  4. Save and publish the form.

  5. Open command prompt on the server and issue the following command - pdm_webcache -H.

    You can also force user to clear their browser cache by issuing the command - pdm_webcache -b

Similar would be the case if you want to disable links in Summary field.

Above would apply to Request / Incidents / Problems / Change Orders / Issues