Show related incidents dialog box doesn't show up when the incident has special icons in it - Known Error

Show related incidents dialog box doesn't show up when the incident has special icons in it Description Show Related Incidents button next to Caller field populate modal when incidents where other incidents with same Caller contain special icons/characters like Emojis & UTF-16 characters

Steps to Reproduce

<span style="background-color: rgb(var(--darkreader-bg--sn-tinymce_content-background, var(--darkreader-bg--now-form-field--background-color, var(--darkreader-bg--now-color_background--primary, var(--darkreader-bg--now-color--neutral-0, 24, 26, 27))))); color: rgb(var(--darkreader-text--sn-tinymce_content-text, var(--darkreader-text--now-form-field--color, var(--darkreader-text--now-color_text--primary, var(--darkreader-text--now-color--neutral-18, 216, 213, 208))))); --darkreader-inline-bgcolor: RGB(var(--darkreader-bg--darkreader-bg--sn-tinymce_content-background, var(--darkreader-bg--darkreader-bg--now-form-field--background-color, var(--darkreader-bg--darkreader-bg--now-color_background--primary, var(--darkreader-bg--darkreader-bg--now-color--neutral-0, 19, 21, 22))))); --darkreader-inline-color: RGB(var(--darkreader-text--darkreader-text--sn-tinymce_content-text, var(--darkreader-text--darkreader-text--now-form-field--color, var(--darkreader-text--darkreader-text--now-color_text--primary, var(--darkreader-text--darkreader-text--now-color--neutral-18, 205, 200, 194)))));">Login to any instance where these system properties are not configured or set to false glide.util.xml.transformer.handle.utf16_surrogate_pairs glide.util.xml.transformer.donot_strip.utf16_surrogate_pairs Open any incident(new or existing) https .service-now.com/incident_list.do Copy/paste these characters into Short description field & save the form 👀💻🔬💬 Click "Show Related Incidents" next to Caller field » Expected Result: Modal populates with other incidents with same Caller → Actual behavior: Modal never populates, just visual response from click

Workaround This issue is resolved when the following System Properties(sys_properties) records value is set to true. These are set to true when your instance is first configured.

glide.util.xml.transformer.handle.utf16_surrogate_pairs glide.util.xml.transformer.donot_strip.utf16_surrogate_pairs

Another workaround is to target the field with the special unicode characters & remove those characters. By default, the platform will strip legal UTF16 characters (e.g., Emoji, Japanese etc.) in output string unless this property is set to true.