Summary: 

In an Email message notification sent through an Activity Notification, configured by a Message Template, some formatting may be lost. When the message body contains the @{description} field, the line breaks inside description field are absent in the email message.

For example in the "Initial" notification Message Template:

In the Ticket Description filed you see:

Description:

Information 1

Information 2

Information 3

-----------------------------------------------------

In the Email Notification message will receive:

Description: Information 1 Information 2 Information 3

Environment:  

SDM 12.9

SOLUTION: 

In the message template message body, replace:

@{description}

by

@{esc_style=html keeplinks=yes justify=line:description} 

Release:
Component: USRD