Enhancement Request: Clean Paste Handling in Work Request Portal “How Can We Help?” Field

Zisha

Current Limitations

• In the Work Request Portal, the “How can we help?” description box accepts pasted text with formatting by default.
• This hidden formatting introduces invisible characters that count toward the 1,000-character limit.
• Users must use Ctrl + Shift + V (Windows) or Command + Shift + V (Mac) to paste plain text without formatting.
• Most users naturally use the normal paste shortcut (Ctrl/Command + V), which often triggers the error message about exceeding the character limit, even when the visible text is far under 1,000 characters.

General Example

• A requester copies details from an email (e.g., part numbers and instructions) and pastes them into the “How can we help?” field.
• The field rejects the submission because invisible formatting data pushes the count above the 1,000-character maximum.
• The user must then retype or manually reformat their request, wasting time and causing frustration.

Requested Enhancements

1. Strip Formatting Automatically
   Paste into the “How can we help?” field should default to plain text, removing hidden characters.
2. Accurate Character Counting
   The 1,000-character counter should only apply to visible text, ignoring hidden formatting tags.
3. Optional Rich Text (Future Consideration)
   If formatting is ever supported, introduce a proper rich text editor instead of relying on hidden formatting.

Business Value

• Efficiency: Eliminates rework when pasting content into the problem description box.
• Accuracy: Ensures the character limit reflects what users actually see.
• Usability: Matches user expectations—standard paste should “just work.”
• Consistency: Aligns the Work Request Portal with modern form-handling best practices.