Extra blank lines added in email sent via manual notification

Products

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

Issue/Introduction

When sending manual notification, extra <p> </p> html tags are added in the text message.
This is adding extra blank lines in the email sent by the manual notification

Example :

Manual Notification contains this text :

 

Email received contains the text with extra blank lines :

Environment

ServiceDesk 17.4 RU4 or RU5

Resolution

This problem is resolved by fix T5UG609

This fix replace the file bopcfg\www\htmpl\web\analyst\nf.htmpl

Contact Broadcom support and open a case to get this fix.
Contact Broadcom support

This fix will be part of patch 17.4 RU6 - tentatively planned for release in Q4 of 2026.

Additional Information

When applying efix T5UG609, be sure to follow all the steps listed in the acompanying T5UG609.txt file.  This includes step 6 to clear the webcache and step 7 to restart Service Desk services.

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