All Knowledge Base articles (and announcements) are displaying HTML code to the end user
02/20/2018 800 views
To clarify, we have a series of older KB articles which we use for quick responses to tickets. These still work fine in tickets. However, we wanted to add a new one the other day and, though it appears to be correctly formatted inside the KB admin page, when you go to add them to tickets, they show the HTML code rather than the proper formatting.
We've also discovered that our previous announcements are showing HTML code in them, where the same announcements didn't before. Something seems to have changed. We've tried taking one of the old quick responses and duplicating it, without altering it in any other way, and it also displays the HTML code. But the original still inserts into the ticket normally.
We don't even want HTML. We just want a basic statement, a line space, and then a "Sincerely, The Help Desk Team" as a signature on the next line. But even writing the single word "test" will pull up a <p>test</p>. In scouring this site, I've seen plenty of references to "just check the Markdown box and it'll work" type of thing. But in all my investigation, I've never seen any such box.
There are no answers at this time