Fix weird characters in Knowledge Base in confluence throught Service Desk?
Asked by laralg:

Hello,

Sometimes when my customers are seeing an article throught Jira Service Desk, specially when they are writing a ticket and the documentantion shows up in the right colum, some of the documentation appears with weird wiki mark-ups or characters.

Like this:

\&quot;Conexiones\&quot;

Is there any way to fix this? Is it because of the language? We mostly use Jirain Spanish.

Regards


Answers:
author: Shannon S
body: Lara,

Can you show me an example of how it looks in your Service Desk? It shouldn't be because of your language if it's only doing this to text you've added to the knowledge base articles. Is the *\&quot* ;Conexiones\&quot*;* something you added or is it translating an item from Confluence?

Regards,

Shannon

comments: author: laralg
body: ![image.png](https://community.atlassian.com/t5/image/serverpage/image-id/19797iD1BCB6F5B3A02344/image-size/large?v=v2&px=999 "image.png")Hello Shannon, as you can see the word Conexiones, which in the manual in Confluence is written as "Conexiones" appears with the quote markup. Any way to fix this?


author: Shannon S
body: Thank you, Lara,

I'm trying to find an example of this on your instance, but I'm not able to find the TEST Jira project or the Manual vVersion0 page in Confluence.

Does this occur any time you use quotes? Do you have other examples? How was the text added to the page? Did you type it out or did you paste it from somewhere?

It shouldn't be related to your language because the language setting only affects our menus and not the Confluence pages you write.

Regards,

Shannon


author: laralg
body: Hi Shannon,

Excuse but could you tell me in which instance are you searching? I did not provide any URL... I work as an Atlassian Consultant, and I have multiple Jira Instances (in Server and Cloud) for testing, training and from customers that I manage and this happens in Jira Service Desk Server.

Regards.


author: Shannon S
body: Hi Lara,

I see only one Cloud instance associated with your email address which has both Jira Service Desk and Confluence.

If that is not the instance you're referring to then we'll need to raise a support ticket for you, because we need to look at the instance itself to determine the issue.

The questions from earlier would still apply, however.

Shannon


author: laralg
body: Hi Shannon,

The question is for a Server Instance, I already have a support ticket rised (GHS-114313) but since I have seen this happen in my test instance and a customers I was wondering if anyone else has come across this, in case there was an easy fix.

Regards


author: Shannon S
body: Lara,

Thank you for clarifying.

I haven't personally seen that but I'm updating your support ticket with this thread. In the event we are able to determine the reason for the issue, we can update this here in case other users run into the issue.

Regards,  
Shannon


author: laralg
body: Thanks for everything Shannon, after all it seems it is a known bug <https://jira.atlassian.com/browse/JSDSERVER-5715>

Hopefully it gests fixed soon.

Regards


author: Shannon S
body: Thank you for the update, Lara!

I hope to see it resolved soon as well.

Shannon


Tags: jira-service-desk