Formatted Text Update REST API
I am trying to update the description field of a incident template through REST API call. However update is failing to preserve HTML formatting. Following are different request strings and their result
1)OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=20A4C70B-CC7E-4097-ABA3-D8BA19C27DBA&INPUT_DATA=<Operation><Details>
<parameter><name>description</name><value>normal<p>bold</p></value></parameter>
</Details></Operation>
Result: The description field is updated but the formatting is stripped "normalbold" is the value.
2)OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=20A4C70B-CC7E-4097-ABA3-D8BA19C27DBA&INPUT_DATA=<Operation><Details> <parameter><name>description</name><value>normal<b>bold</b></value></parameter>
</Details></Operation>
Result: The request fails with following response xml,
<operation name="EDIT_REQUEST"><result><status>Failed</status><message>Error when performing - EDIT_REQUEST - XML document structures must start and end within the same entity.</message></result></operation>
I face a similar problem when getting incident information through external plugin API. The JSON does not preserve any formatting that servicedesk displays (as shown in attachment)
"SHORTDESCRIPTION":"normal boldnew line text",
(JSON retrieved through external plugin API call)
1)OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=20A4C70B-CC7E-4097-ABA3-D8BA19C27DBA&INPUT_DATA=<Operation><Details>
<parameter><name>description</name><value>normal<p>bold</p></value></parameter>
</Details></Operation>
Result: The description field is updated but the formatting is stripped "normalbold" is the value.
2)OPERATION_NAME=EDIT_REQUEST&TECHNICIAN_KEY=20A4C70B-CC7E-4097-ABA3-D8BA19C27DBA&INPUT_DATA=<Operation><Details> <parameter><name>description</name><value>normal<b>bold</b></value></parameter>
</Details></Operation>
Result: The request fails with following response xml,
<operation name="EDIT_REQUEST"><result><status>Failed</status><message>Error when performing - EDIT_REQUEST - XML document structures must start and end within the same entity.</message></result></operation>
I face a similar problem when getting incident information through external plugin API. The JSON does not preserve any formatting that servicedesk displays (as shown in attachment)
"SHORTDESCRIPTION":"normal boldnew line text",