Use of "Ticket Description - Formatted" as placeholder in Workflow E-Mail templates

[manson031]

Hello All,

Scenario: Incoming e-mail converting to Ticket.

We are currently using workflow rules to send e-mail notifications to employees of service unit in tickets when a ticket is assigned to particular service unit. currently In workflow rules, we have used the field "Ticket Description" as placeholder in order to capture the description (i.e.,) the mail content sending by customer to c4c system.

The issue is, system reads the entire mail content and displays in E-Mail templates without any line breaks (please find the sample screenshot). Please help if there is any other alternative.

Also in placeholders, we found another field - ""Ticket Description - Formatted". But when tried with this field, we couldn't see the mail content in email notification.

Also, we couldn't find how to use this field. Please suggest how to use this or any changes need to be done in E-Mail templates.

Thanks,

Manson J

[manson031]

Hello Vani,

Thanks for your answer.

Yes. We have created a Formatted text field and via SDK we have copied the ticket description to this field. Then used this custom field as placeholder in workflow rules. It worked..!

Thanks,

Manson J

[former_member303175]

Hi Manson,

This works only if you enter the Ticket Description in the Formatted manner (please refer to attached screenshot)

This option to enter formatted text will be available in RUI.

In HTML , while creating new ticket, text will always be taken as a Plain text , you need to either copy the existing ticket or edit the existing ticket to add Formatted text and set workflow to get triggered.

Kindly refer to the attached screenshot to input formatted text.

Thanks,

Vani