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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Remove HTML from Case ...
Service | Customer Service, Contact Center, Fie...
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Remove HTML from Case Description Upon Creating a New Case

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Posted on by YB 27
Hi, whenever I create a new case and fill out the case description field, the text turns into HTML after saving the case. How do I remove HTML from the description field? I just want to see plain text.

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Case Management
  • Cui Hao Profile Picture
    Cui Hao on at
    Remove HTML from Case Description Upon Creating a New Case
    Hi,
     
    Do you still have similar problems?
     
    Best regards,
    Cui Hao
  • Cui Hao Profile Picture
    Cui Hao on at
    Remove HTML from Case Description Upon Creating a New Case
    Hi,
     
    I suggest you try adding a new description field with the same formatting to the form and see if the same problem occurs. If the newly added field doesn't have such a problem, you can replace the original description field.
     
    Best regards,
    Cui Hao
  • YB Profile Picture
    YB 27 on at
    Remove HTML from Case Description Upon Creating a New Case
    Hi, I didn't customize anything.  I haven't made any changes to the operation, nor customized any flow, nor imported any custom plugins. We are using the Dynamics 365 Customer Service out of the box; we aren't developers nor plan on changing any line of code in this module. So, we were surprised when we found out about this glitch from Microsoft, and we are hoping that there is a quick and easy fix for that because it is a major bug for us. 

    This is a screenshot from the description field properties


  • Cui Hao Profile Picture
    Cui Hao on at
    Remove HTML from Case Description Upon Creating a New Case
    Hi,

    The description field is a multi-line text field and will not be automatically saved as html if you don't write html code in it.


    I see you have /data-wrapper="true"/ in your description, which has this custom boolean data type in it.
    Could you tell me if you have customized the operation? For example, did you customize Flow to customize the description field, and when you save each new case, it changes this description property by default? Or have you imported some custom plugins？


    Best regards,
    Cui Hao

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