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

Document ID : KB000038996
Last Modified Date : 14/02/2018
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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}