CSM Portal – Description field formatting issue for Cases created via Inbound Email

mathumathi
Tera Contributor

5 hours ago

Question

Hello Community,

I’m facing an issue with Case records created via Inbound Email Action in CSM.(Attaching the screenshots)

Scenario:

  • A Case is created through an Inbound Email Action.
  • Email Subject is mapped to the Short Description.(Screenshot2)
  • Email Body is mapped to the Description field.
  • The mapping works as expected at the record level.

Issue:
When viewing the Case in the CSM Portal, the Description content appears cluttered and difficult to read.(Screenshot 1)

  • Line breaks from the original email body are not preserved properly.
  • The content looks merged or poorly formatted, making it hard for customers to read.

Requirement:
I need the Description field in the CSM Portal to be displayed in a clear, readable format, preserving:

  • Line breaks
  • Paragraph spacing
  • Proper text formatting

    screenshot1:
    mathumathi_2-1766756745284.png

     


    Screenshot2:

    mathumathi_1-1766756541207.png


    Thanks in Advance!!

0 Helpfuls
  • 150 Views
1 REPLY 1

Marcos Kassak
Kilo Sage
Kilo Sage

3 hours ago

Hi @mathumathi,

 

I have two options that you can try to fix your issue.

 

https://www.servicenow.com/community/servicenow-ai-platform-forum/how-can-i-format-the-description-f...

 

https://www.servicenow.com/community/servicenow-ai-platform-forum/how-can-i-format-the-description-f...

 

Let me know how it goes.

 

✅ If you found my answer helpful or correct in any way, please don't forget to mark it to help future readers! 👍

 

Kind regards,


Marcos Kassak
🌟 ServiceNow MVP 2024, 2025
🎯 Certified Technical Architect
📓 Request.do - Sharing my journey, lessons, and ideas around ServiceNow…

0 Helpfuls