KB-2282 Task escalation emails show HTML code as plain text

Symptoms

When copying-and-pasting rich text containing HTML in a process model escalation alert message (e.g. an escalation event trigger), it appears to paste as plain text. However, the message received in the e-mail client contains exposed HTML of the originally-copied text, as in the example seen below:

After copying-and-pasting any rich text or text containing HTML into the escalation alert message editor, users cannot remove HTML tags through the editor with any of the options below:

Cause

Copying-and-pasting rich text into the escalation alert message editor causes HTML tags to persist.

This issue has been reported to the Appian Product Team. The reference number for this issue is AN-203452.

Action

If the text must be copied-and-pasted from a rich text source, remove the HTML tags via the following steps:

1. Copy and paste the desired text into a plain text editor, i.e. Notepad.
2. Copy the text from the plain text editor and paste it into the escalation alert message editor.
3. The alert message will now be plain text without HTML tags and display as plain text in the email client. 

Workaround

1. Remove the escalation with the affected text and configure a new escalation event without copied-and-pasted text.
2. Ensure the source of the text you are copying-and-pasting is from a plain text source that does not contain HTML.

Affected Versions

This article applies to all versions of Appian.

Last Reviewed: December 2023