URL Decoding Issue with "Create Incident" UI Action on View Knowledge Article Page - Known Error

URL Decoding Issue with "Create Incident" UI Action on View Knowledge Article Page Description If a Knowledge Article has an ampersand (&) symbol in the title and the article is used to create an incident, the update with the knowledge article title has been truncated at the special character due to the URL generated to create the incident.

Steps to Reproduce

Create a KB with a special character, such as an ampersand "&", in the title/short description Click the "View article" related link Click the "Create Incident" UI action in the top right of the screen Note that in the incident form that appears, the comment added does not contain the full title as expected Additionally, take the URL and note the presence of a mix of double and single encoded values: "%2520%26%2520" Workaround This problem is currently under review. You can contact ServiceNow Technical Support or subscribe to this Known Error article by clicking the Subscribe button at the top right of this form to be notified when more information will become available.

If you are encountering this issue, perhaps this workaround can provide temporary relief:

Copy the URL and replace the "%2520%26%2520" string with "%2520%2526%2520". Navigate to the new URL Note that on the incident form that appears, the comments are set properly as expected. Related Problem: PRB1367819