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Rich Text

Although the Autotask user interface supports rich text formatting such as bold, italic, underline, and inline images, the Autotask API does not. All Autotask API calls use plaintext.

This means that any Autotask ticket created by MSPintegrations will always be created in plaintext. MSPintegrations is unable to create (or update) an Autotask ticket so that it contains any formatting (bold, italic, etc) in the description.

If MSPintegrations modifies an existing Autotask ticket, and if that ticket contained rich text, the Autotask API will strip all the formatting from the object when it is modified in the API.

Here are some key points to understand regarding text formatting and the Autotask API:

  • Plaintext Only: The Autotask API does not support any form of rich text formatting. This includes common text styles like bold, italic, and underline, as well as inline images.
  • Formatted Text Stripping: If an existing entity in Autotask contains rich text, all formatting will be stripped if the object is modified using the API. This means any bold, italic, underlined text, or images will revert to plain text.
  • Implications for MSPintegrations: Since MSPintegrations communicates with Autotask via the API, all workflows and data managed through MSPintegrations are also limited to plaintext. This means that any text formatting applied in Autotask's user interface will be lost if the entity is updated through MSPintegrations.

Other Resources​

  • Autotask Developer Documentation describing Rich Text