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Sep 11, 2018 at 12:24 PM

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

455 Views Last edit Jan 07, 2019 at 11:20 PM 2 rev

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.


Manson J