Migrate Case Description Field Values

Migrate Case Description Data to Rich Text

When the RTA field is active, your historical data still lives in the old plain text field. To give your support reps a single, unified view of the case record, write the code for and run a migration job.

1. You can migrate using either Apex batchable framework or Data Loader.
2. Migration involves client-side extraction, transformation for HTML escaping and newline conversion, and uploading to the new field.

Limitations for RTA for Case Description

1. You can't copy and paste images across Salesforce orgs.
2. Because the rich text description for cases is a rich text area field, standard rich text limitations apply. You can't use it in WHERE clauses, SOQL aggregates (COUNT), or as a filter in reports or list views, and you can't reference it in formula fields or report formulas.
3. Case assignment rules, escalation rules, auto-response rules, and quick text merge fields use sanitized HTML, which removes tags.
4. In the rich text editor for case descriptions, URL-based images render only if they're from Trusted URLs.
5. You can't render rich text in the printable view in related cases.
6. You can't use the rich text field in standard reports. Instead, create a report based on a custom report type that includes the field.
7. Web-to-Case doesn't support the rich text field. It still writes to the plain text field.
8. Case Classification doesn't support the rich text field.
9. Data Cloud and features that rely on Data Cloud don't support the rich text field.
10. The contact support form in Lightning Web Runtime sites doesn't support the rich text field.