@AnushaP1329 

HTML code might appear in the Pulse section for text created by an email listener if the email listener is not properly configured to handle HTML content. To resolve this issue, confirm that the "Handle HTML content" field on the "Request" tab of your email service rule is set to "Inline - prefer HTML". Additionally, ensure that you are using a rich text editor control to display the email body in the case.

Email listeners do not process text formatting or images

Alternatively it could be caused by steps required for the following announcement:

Pega Security Advisory - A23 Vulnerability - Remediation Note

Recommended fix for A23 Security Vulnerability caused the pulse posts to display HTML entities instead of the decoded special characters. This is due to the use of an HTML rule to parse the user input before posting it as a pulse message. The resulting text was getting double encoded.

Solution description:

We have a workaround fix for this specific scenario that you can try. Above the added crossScriptingFilter line in your pyPostTextParser  include the following in bold:

postText= org.jsoup.parser.Parser.unescapeEntities(postText,false); postText= StringUtils.crossScriptingFilter(postText);

It appears the special characters are getting double encoded when using an HTML rule to process the input first. This fix should decode the special characters before they are run through the crossScriptingFilter method and work as expected.