Problem / Solution: Some inline base64 images render in the HTML editor, but are not rendered in the HTML viewer (commonly while in self service)

Version 2

    Requires Access To:

    Role capable of editing the HTML field where content is rendered

     

    Error message:

    None, images are simply shown as a broken image

     

    Problem:

    Some inline images render in the HTML editor, but are not rendered in the HTML viewer (commonly while in self service).  This is particularly common with images pasted in from MS Office applications.

    Here's a sample as seen from the Admin role, who has the HTML editor on the object workspace:

     

    The top image is broken however in the Self Service role, which had the HTML viewer control on the form:

     

    Cause:

    MS Office applications will add non HTML tag to the base 64 encoding of images which can cause the HTML viewer control to be unable to render them.

     

    Solution / Workaround:

    Remove any tags from the encoding that cause the issue.  To do this get into the record in question with a role that has the HTML editor.  Switch the editor to Source Edit mode and then remove the tags.  Copying the text out to a generic text editor may help, but avoid any editor that does formatting like Wordpad or MS Word.  The most prolific tag that can cause this is "v:shapes..."  This image of the raw source code from a sample image shows the problem tag that needs removed:

     

     

     

    Now the image will render appropriately in self service:

     

     

     

    As a footnote, there is a feature request logged to improve the interoperability of ISM with MS Office in respect to this issue.  If you are affected by this, please place your vote on the Feature here:

    https://ivantiitsm.uservoice.com/forums/904372-service-manager/suggestions/35642926-allow-none-html-encoded-tags-in-html-fields