Workbench in Major Incident Management System throwing an error "Character reference " " is an invalid XML character." when viewing Post Incident ReportIssue Workbench in Major Incident Management - System throwing an error "Character reference "" is an invalid XML character." when viewing Post Incident Report Steps to Reproduce: 1. Open Major incident2. Click on the View Workbench button3. Click on the Post Incident Report tab.4. Click on the View completed report.5. You will observe the error: "Character reference "<HTML-Code>" is an invalid XML character."CauseWorknote contains special control character. When you are on the 'Post Incident Report', scroll down to Timeline. In one of the Worknotes, there was a special character which cannot be parsed when generating the report.ResolutionOn the incident form, right click and select Show XML. This will also display a similar error. The last line/character of the incident field data displayed in the popup window will be immediately before the special character that is causing the error. To correct this, you can remove these characters from the Work notes (Journal Entries) for the Incident. (You will need to be an admin to view and update entries in this table.) You can find the journal entries for the incident that contain these special characters with the below query. (Note: the element_id corresponds to the sys_id of the Incident, and in this case, the control character had the UTF-8 value of 0b): https://<instance name>.service-now.com/sys_journal_field_list.do?sysparm_query=element_id%3D5303a86b1bd26010ba51c8866e4bcb02%5EvalueLIKE%0B&sysparm_view= Please remove the special character(s) from the Journal Entries and save changes. After saving changes, on the Major Incident Workbench, under Post Incident Report tab, scroll down to Timeline section. Click 'Regenerate Timeline' to pickup your changes to Work notes.