Email Client/Quick Messages

[keimo]

Hello Community,

I created a Service Catalog Item for announcements that auto-populates the variable values into the Quick Message templates. The purpose is to make it easier for our Service Desk to send out announcements from the Catalog Task assign to them.

Everything is working as expected, however there's one observation I had a question on. When a user submits a request, we would like to insert line breaks into the Quick Message HTML body. In the below example, we would like each server to have it's own line instead of being wrapped. Is there any way to accomplish this? I'm thinking a Business Rule may work, but any guidance would be appreciate.

Service Catalog Variable:

Quick Message Template:

[keimo]

Thanks for the info, but this didn't resolved my issue. These announcements will always be different since the values are being pulled from the Service Catalog Item request. In most cases, the Quick Messages will auto-populate with the correct format. I'm just looking for a solution in the case that a request gets submitted in the example I provided since it's possible that a user will copy/paste the server list in this format. If this happens, we would like to have line breaks so that the servers can be on separate lines. I was thinking scripting can be added to insert the line breaks, but not sure how to apply this logic. Thanks.

[Brad Tilton]

If this string of CIs/servers is something that a user is pasting into the variable and not something you're generating, I think it would be difficult for your script to distinguish between a list of CIs that are on the same line and a sentence unless you're CI naming is incredibly consistent.

If you are able to detect that there are CIs listed on the same line via script, I think you would want to do that via a BR on the request item or a flow/workflow script to manipulate the value in the variable before it makes it into the email.

[keimo]

Thanks for the response Brad. Yes, it would be a challenge to script since the user is pasting the list into the variable. My concern is that creating a script could also impact the Quick Message formatting of other requests if line breaks are inserted.