Email body field in HR Agent workspace containing html tags instead of formatting content

[e__b_dinesh4]

When I click compose email in HR agent workspace, the email body field looks like "string", not an HTML field
How to configure that field type in HR agent workspace?

[VaniMadhuri]

Hi @e__b_dinesh4 

This usually happens when the email body field is configured as a String/Text field instead of an HTML field.

Please check:

System Definition → Dictionary

Verify the email body field type. It should be HTML

Also check these system properties:

glide.ui.html.editor
glide.ui.email_client.rich_text

Make sure they are enabled.

If using HR Agent Workspace/UI Builder, confirm the component used is a Rich Text component instead of a Text Area.

Hope this helps.

[e__b_dinesh4]

Hi @VaniMadhuri ,
Here We didn't configure email body field, it looks good in platform view. In HR agent workspace only had some issue look like a "string" field. And system properties are looks fine. I attached the screenshot from HR agent workspace

[VaniMadhuri]

Hi @e__b_dinesh4 

I checked the related page in UI Builder and verified that the email body is rendered through the OOB Email viewer component (now-email-client-viewer-connected).

To test further, I created a page variant and added a separate Rich Text component manually. However, you may not find a direct “Rich Text” or “HTML Renderer” setting because the rendering is controlled internally by the ServiceNow OOB component .

The Rich Text component rendered HTML correctly, which indicates that

• HTML editor configuration is working
• Workspace supports rich text rendering
• Issue is specific to the OOB Email Viewer component in your instance

Since it works correctly in my PDI and only fails in your instance, I would recommend checking:

• HR Workspace / Email Client related plugins
• customized UX components/pages
• instance-specific customizations or upgrade issues

If this Rich Text component renders correctly with formatting, then:

• Workspace rich text functionality itself is working
• Problem is specifically with the OOB Email viewer component

Below are the screenshots, I hope this may help you.

[e__b_dinesh4]

Hi @VaniMadhuri ,

Thanks for your effort, still I couldn't fix this in HR agent workspace. I'll check upgrade issues and plugins