Supporting RTF fields in Incident and Service Request forms

In Self Service, the custom incident form and service request form supports Rich Text Format (RTF) format. You can embed RTF text (for example, images, different fonts, comments) in a custom RTF field.

The following steps provide an overview of how to use RTF fields in custom Incident form:

1. Add a custom field of type Rich Text Area(32768) to the Custom Fields & Relationships section of the Incident object. For more information about adding a field, see the Salesforce Help.
2. Add the newly created custom RTF field to Self Service: Service Request Left Panel or Self Service: Service Request Right Panel field set.
3. Assign the custom form to a profile. For more information, see Assigning-custom-forms-to-a-profile.

The following steps provide an overview of how to use RTF fields in Self Service Service Request form:

1. Add a custom field of type Rich Text Area (32768) to the Custom Fields & Relationships section of the Request Details object.

2. Add the newly created custom RTF field to Self Service: Service Request Details field set.

   Note

   To display the newly added RTF field in the required size on the custom incident or service request form, you can modify the # Visible Lines field.