Jira Service Management (Server and Data Center): How to disable the Wiki Renderer in the description field of the Customer Portal View
Platform Notice: Data Center Only - This article only applies to Atlassian products on the Data Center platform.
Note that this KB was created for the Data Center version of the product. Data Center KBs for non-Data-Center-specific features may also work for Server versions of the product, however they have not been tested. Support for Server* products ended on February 15th 2024. If you are running a Server product, you can visit the Atlassian Server end of support announcement to review your migration options.
*Except Fisheye and Crucible
Summary
As mentioned in the Jira Service Management 4.15.x release notes, this version introduced a new rich text editor for the customer portal, which was originally requested in the closed feature request JSDSERVER-1506 - Use Jira Wiki Editor in Customer portal.
Thanks to this feature, customers can now use the Wiki Renderer:
in the Description field of the Customer Portal view
and in the Comment field as well
Since some customers might want to disable the Wiki Renderer in the Customer Portal view, this knowledge article describes how to do it.
Environment
Jira Service Management 4.15.0 and any higher version.
Solution
To disable the Wiki Renderer in the Customer Portal view, you can follow the steps below:
Go to the page ⚙ > System > Rich Text Editor
Disable the option Enable rich text editor for users
⚠️Note: once this setting is disabled, the Wiki Renderer will be disabled for both the Description and Comment fields, and in the Customer Portal view only:
However, the rendering of these fields in the Jira UI (agent facing view) will not be impacted by this setting. The rendering of these fields will follow the configuration made in ⚙ > Issues > Field Configuration.
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