Process: DynamicField TextArea: Notification Tag: <OTOBO_TICKET_DynamicField_Fieldname> differently in TicketCreate & ArticleCreate

[StefanAbel-OTOBO]

When using <OTOBO_TICKET_DynamicField_Fieldname> for a multi-line DynamicField TextArea in the body of ArticleCreate transition action and TicketCreate transition action, it behaves differently.
In ArticleCreate it looks as intended with line breaks.
In TicketCreate it just adds one line for the whole tag.

TextArea Definition:

ArticleCreate:
Body:
<OTOBO_TICKET_DynamicField_TextArea>
Result:

TicketCreate:
Body:
<OTOBO_TICKET_DynamicField_TextArea>
Result:

The test and line breaks before and after in my screenshots are not necessary, I just wanted to do the whole test.

Tested on ov294 with OTOBO 11.0.7.

[stefanhaerter]

I had a quick look. My assumption would be that this is due to TicketArticleCreate having a dedicated handling for HTML dynamic field values:

otobo/Kernel/System/ProcessManagement/TransitionAction/TicketArticleCreate.pm

Lines 310 to 334 in 8b1c32c

	# Convert DynamicField value to HTML string, see bug#14229.
	my $HTMLUtilsObject = $Kernel::OM->Get('Kernel::System::HTMLUtils');
	if ( $Param{Config}->{Body} =~ /OTOBO_TICKET_DynamicField_/ ) {
	MATCH:
	for my $Match ( sort keys %{ $Param{Ticket} } ) {
	if ( $Match =~ m/DynamicField_(.*)/ && $Param{Ticket}->{$Match} ) {
	my $DynamicFieldConfig = $DynamicFieldObject->DynamicFieldGet(
	Name => $1,
	);
	# Check if there is HTML content.
	my $IsHTMLContent = $DynamicFieldBackendObject->HasBehavior(
	DynamicFieldConfig => $DynamicFieldConfig,
	Behavior => 'IsHTMLContent',
	);
	# Avoid duble conversion to HTML for dynamic fields with HTML content.
	next MATCH if $IsHTMLContent;
	$Param{Ticket}->{$Match} = $HTMLUtilsObject->ToHTML(
	String => $Param{Ticket}->{$Match},
	);
	}
	}
	}

If this holds true, rel-10_1 and rel-10_0 may also be affected.