Skip to main content
Question

HTML Code Broken in KB & Custom Fields

  • Mar 2, 2026 3:21 PM UTC
  • 3 replies
  • 67 views
APeterman 1002170 d300
Contributor
Forum|alt.badge.img+1

It appears that a recent update has broken HTML coding functionality. Over 90% of our KB articles (~500) are now broken because the embed code in our resolution is now failing. The code displays correctly in Preview mode, but when the KB article is saved it does not display. Additionally, we have a custom field with a “button” to direct staff to the KB articles which displays, but the link doesn’t work because the HTML code is broken. Hoping this is fixed ASAP and the platforms functionality is restored.

Live - Broken

Preview Mode - Works

 

    3 replies

    APradhanang_iiQ
    Forum|alt.badge.img+3

    Good morning ​@APeterman 1002170 d300 

     

    We have a report for this issue and our dev team is currently investigating what might be causing the issue. When you get a chance please go ahead and submit a ticket to our support team via the help bot or via email at support@incidentiq.com

     

    Best regards,

    Arun

    Arun Pradhanang | Support Operations Specialist
      APeterman 1002170 d300
      Contributor
      Forum|alt.badge.img+1

      Hey Arun,

      I have already submitted a support ticket. We are going into our third week of this issue and it has been sitting in a state of “Waiting Internal” with no updates. We rely heavily on the KB articles (we have nearly 500) and a big part of that are HTML embeds in the solutions of those articles so it is hard to sit back and just wait without communication. It appears y’all have had this issue before too - 

      Hoping to hear back soon,

      Andrew

        APradhanang_iiQ
        Forum|alt.badge.img+3

        ​@APeterman 1002170 d300 

         

        I do apologize for the inconvenience. I did review the report and currently our dev team has moved the report to “In development” meaning they have identified the issue and are working on their solution. That said the tech working the ticket will continue to update you on this issue. 

         

        Best regards,

        Arun 

        Arun Pradhanang | Support Operations Specialist
          Terms & ConditionsAccessibility statement
          Incident IQ logo

          Incident IQ is a service management platform built for K-12 school districts, featuring asset management, help ticketing, facilities maintenance solutions, and more.

          Corporate Headquarters:
          750 Glenwood Ave SE, Suite 320
          Atlanta, GA 30316