HR Case description / rich_description not copying over data. rich description left empty after Yokohama Patch 5.DescriptionRich Description appears as NULL in List View but displays correctly in case record.Steps to Reproduce Log in to the instanceCreate an HR case (this can be done from either the native or HR agent workspace).Navigate to sn_hr_core_case.LIST.Open the newly created case.Click the hamburger icon and configure the form layout.Add the Description field.Save the changes.Return to the HR case form.Enter a message in the Description field (Note: Do not enter anything in the rich_description field).Save the changes.You will observe that the same value is automatically updated in the rich_description field. (This behavior is due to the business rule that synchronizes the values of the Description and rich_description fields.)The business rule (Sync Description with rich_description) can be found here: Business Rule Link.https://instance.service-now.com/nav_to.do?uri=sys_script.do?sys_id=8858040c53672300ff25ddeeff7b1229When you go to the list view and add the Description and rich_description columns, you will notice that the rich_description field does not contain any value.(Note: The reverse works as expected—when you update the rich_description field in the HR case form, the value will appear in the rich_description field in the list view.)WorkaroundWhen a HR case is created with "Description" field being populated, but "rich_description" field being empty, view the HR case in the List view will show the Rich Description field as empty, but opening up the form with both the description fields present on the form will show that both the fields have value and are in sync. This creates a confusion, and this is because of using "display" Business Rules to sync the description fields. The display BR acts only on form view, and it does not store the actual value in the database. Workaround for this is in 2 steps: Step 1: Change the below BR's from "display" to a "before" BR, and check the "Insert" and "Update" checkboxes for both these BR'ssys_script_1712ea9d53d32300ff25ddeeff7b12b5.xml sys_script_fb556e1553d72300ff25ddeeff7b12bf.xml Step 2: Once step 1 is implemented, the next HR cases that will be created will have both the "rich_description" and "description" fields in sync both on Form view and List view. However, for older records created before step 1, the issue will still persist, and now the Form view will also have rich_description field empty. Though this is accurate, as the true data is coming from the database, we should run the below fix script to update all HR case records and sync the "description" with "rich_description" fields. Attach to this KB is an update set which contains a fix script that does the syncing. Import the XML, and execute the script in it. function syncRichDescriptionField() { var gr = new GlideRecord('sn_hr_core_case'); // update the table name to HR task for similar updates var qc = gr.addNullQuery('rich_description'); qc.addOrCondition('rich_description', ''); // rich_description is null OR blank gr.addNotNullQuery('description'); gr.addQuery('description', '!=', ''); gr.query(); while (gr.next()) { gr.rich_description = gr.description; gr.update(); } } syncRichDescriptionField(); Running the above code will also do the same. Post running step 2, now the data will be in sync for both the description fields across Form & List view Related Problem: PRB1920738