We have a form we use for incidents that has a field we would like to update to HTML. The current field is "Description", and it doesn't allow for me to change the String SubDataType in the Object Designer. I have created a new field, "Description1" with the SubDataType as HTML, and would like to replace the "Description" field on the form with "Description1". If I do this, all existing incidents with information in "Description" will appear with blank "Description1" fields. How do I either (A) do something to the database to allow "Description" to change into HTML, or (B) transfer all existing data from "Description" into the corresponding "Description1" field for each incident?
You can change Description to HTML at the object level but you will find it under Process Management --> Process and you'll see description in there and you can change it. This will change it for all "Description" fields on any forms.
If you want to create a new Description, you can probably just run a SQL script that will copy that data over.
Since it is just a 1 time thing, it would probably just be easiest to just do it through SQL. I would not delete description but just stop using it. I think you will find a few ER's about HTML and Service Desk. Might be worth some time to vote on a few. I know there are a few about having more control and consistency throughout Service Desk and HTML attributes.
When I attempt to change Process Management --> Process --> Description to Html, I get an error that says, "Error on saving changes: Cannot insert duplicate key row in object 'dbo.md_database_column' with unique index 'md_database_column$table$name'. The statement has been terminated." Am I doing something wrong? Should I change more than just the String SubDataType field?
You can't change Description, you do have to create a new description attribute (suggest DescriptionHTML).
Did I misread Jamie's comment, then?
Jamie Cannon wrote:
You can change Description to HTML
[email protected] wrote:
You can't change Description
Which is it? I'm feeling more like csimpson is correct, since that is what I am seeing.
If csimpson is correct, and the only way to do this is to create a new attribute, then could you please point me to some documentation on how to run my own SQL query. I am familiar with SQL, but just don't know how to get a query to run in this system that I actually write. Or do I have to actually do it at the database level?
I have done this before. I have changed the description at the process management - process level in object designer to HTML and it made the changeacross the board. It could be something new that prevents you from making this change but i have in the past successfully done this.
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You can set the Description to HTML, however on older versions of Service Desk if you had made it HTML previously and then turned it off there was some left-over information in the database. That left-over information is that is stopping you re-enabling it now. If you contact your Support provider they can supply a SQL script to fix that.
If description were changed I would worry about compatibility with future versions of Service Desk. That and several others like category, raise user, etc etc are key attributes.
This does get back to the real main problem, the fact that most businesses use HTML e-mail and the main description, note, and resolution are not HTML attributes. I know there are ER's to fix this issue, too bad it doesn't seem to get on the developer's list. I like the one that adds a toggle for HTML vs plain text so we have the choice.