Rich Text Good to Know

You can use Rich Text in Business Object Records, Knowledge Articles, One-Step Actions and E-mail Messages.

  • The Rich Text Editor uses a default font based on the following settings, shown in priority order:

    • Field properties for a specific field in a Business Object (example: Resolution fields in Problems).
    • Default font selected in the Global Rich Text settings.
    • Default theme form control font.
    • CSM global system font (not configurable).
  • The maximum size of a Rich Text Field is 4 gigabytes (or 2 gigabytes with Unicode, which supports double byte languages, such as Chinese). The images are also stored in the Field, with adjustable size limits as shown below, so the actual size of the data includes the size of images plus the size of all marked up text. In the database, two Fields (each 4 gigabytes) are actually created, one for the plain text version of the Field and one for the HTML (Rich Text) version.
  • When viewing Rich Text Fields in a Grid in the Desktop Client, a carriage return displays as -->. When viewing Rich Text Fields in a Grid in the Browser Client and Portal, a carriage return displays with no special markup.
  • Disable your Grammarly extension if you notice text disappearing unexpectedly from Rich Text fields. The text disappears when the Cherwell DLL cleans up invalid HTML added by the Grammarly extension.

When running a Report, if a plain text field does not show multi-lined text as expected, use the Report Designer to set the field label property Multiline to Yes. See: Adding Fields to a Report. If you change a plain text field to Rich Text, existing content in the plain text field is cleared. Consequently, you must update or recreate all affected reports to ensure that the Rich Text fields display correctly.