Hi Developers,
I am hitting a wall, which is why I come back to you. Long story short, we have Problems with our E-Mail notifications.
Our employee want to read the 3 latest comments in our "comment has been added" notif email.
We changed the email property for journal entries on 3 and added a mail script that adds the comments. Wonderful. Everything works as intended.
But there lays the issue:
We are using HTML mails when tickets get created (we not only use service portal, but also mailing).
Updating the incident uses email_body.text instead of HTML to ensure the reply seperators do work.
Our employee notification template layout has it's max width at 600px, but whenever one of the HTML mail is in one of the comments the layout gets squeezed to the max.
I've tried to limit the container, both in the layout as well as the e-mail script for the comments, but nothing of that helped. It works perfectly fine with every other comment than a HTML mail added to the additional comment. Whenever that has been received, the whole notification looks absolutely out of place.
What can we do to prevent this from happen and just wrap the HTML mail to a max-width?
I tried white space, word wrap, break words... I'm simply out of ideas.
Thanks for helping out.
Cheers,
Elena
As for screenshots for better understanding; this is how it should look like (works well when only portal is used OR just a reply mail)
And this is how it looks like whenever a HTML comment is part of the additional comments:
