manual notification text not respecting line breaks

Products

• CA Service Desk Manager
• CA Service Management - Service Desk Manager

Issue/Introduction

The text isn't respecting line breaks in the notifications sent via the Manual Notification option in SDM. Neither are the texts typed manually nor sent via custom responses.

The issue does not occur in other notifications, like activity notifications.

Environment

Service Desk Manager 17.4 RU2 and above

Cause

The nf.htmpl form located in site/mods location (NX_ROOT\site\mods\www\htmpl\web\analyst) has not been updated after the upgrade to 17.4 RU2 and above, and so it's not using the updated code, which supports rich format.

Resolution

The custom nf.htmpl located in "NX_ROOT\site\mods\www\htmpl\web\analyst" needs to be updated for the current release version.

1. You can use the out-of-the-box file located in "NX_ROOT\bopcfg\www\htmpl\web\analyst\nf.htmpl" to take it as an example and add your customization(s) to this file and place it in the "NX_ROOT\site\mods\www\htmpl\web\analyst" folder.

2. Delete the cache from the SDM server(s): pdm_webcache -H

3. Delete cache from the browser.

Additional Information

Rich Text Editor Capability in CA SDM