How to add line breaks in the @{description} field in message templates

Products

• SUPPORT AUTOMATION- SERVER
• CA Service Desk Manager - Unified Self Service
• CA Service Desk Manager
• 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