ALERT: Some images may not load properly within the Knowledge Base Article. If you see a broken image, please right-click and select 'Open image in a new tab'. We apologize for this inconvenience.
How to add line breaks in the @{description} field in message templates
Article ID: 38996
Updated On:
Products
SUPPORT AUTOMATION- SERVER
CA Service Desk Manager - Unified Self Service
KNOWLEDGE TOOLS
CA Service Management - Asset Portfolio Management
CA Service Management - Service Desk Manager
Issue/Introduction
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}
Environment
Release:
Component: USRD
Component: USRD
Feedback
Yes
No
Powered by
