How to Enable Embedded Screen Shots in "Description" and "Resolution" Fields

Version 1

    Details

     

    Customer Analysts would prefer is to be able to insert screen shots in the Resolution field.


    Similarly, if an email is received to HEAT, screen shots within the email should be added to the Description field rather than as a separate attachment to the Incident.

     


    Resolution

    Change the settings so that screen shots can be embedded in the Description and Resolution fields:  For Resolution field: 1.        Business Object > Incident 2.        Select Fields 3.        Select “Resolution” 4.        Change Field Type to HTML 5.        Save change 6.        Business Object > Incident 7.        Select Forms 8.        Select IncidentDetails.ServiceDesk.Resolution form 9.        Select Resolution field in the main panel, and on the left panel change Control Type from “Text field” to “HTML Editor” 10.     Save change   For Description field: 1.        Business Object > Incident 2.        Select Fields 3.        Select “Symptom” 4.        Change Field Type to HTML 5.        Save Change 6.        Business Object > Incident 7.        Select Forms 8.        Select IncidentDetails .ServiceDesk form 9.        Select Description field in the main panel, and on the left panel change Control Type from “Text field” to “HTML Editor” 10.     Save change