Excessive HTML Spacing when using the Email Client ( )

brnunn · ‎01-02-2014

Hi all,

I really am perplexed by this issue - maybe it's an HTML nuance I'm not familiar with.

When using (and only when using) the email client (notifications do not do this) within a SNow case, every time that SNow interprets a new line () it creates a ridiculous amount of white space between the paragraphs. I just want our users to be able to push enter and it creates a line break when sending an email from within the case. The HTML format has "paragraph" set as the default and every new line entered creates 2-3 lines of white space in the final result.

We are trying to plug in templates for copy/paste within SNow email client but it interprets the HTML in wonky ways. I can deal with doing some text editing before hand but...

for example: creating a bullet list puts it in a paragraph block, creates a paragraph line between each bullet item AND inserts this special character above the list & nbsp;. A three item bullet point list is now taking up HALF the page in the final email.

Why does it generate & nbsp; between special format sections? How do I stop this??

Any help would be so appreciated. (Added spaces in html chars so it would be visible)

Thanks in advance!!!!!!!!!

brnunn · ‎03-18-2014

Guys I opened a HI ticket and was provided a solution that I could tailor to work.

It's still a broken process but you can fix it by grabbing and deleting the extra carriage return tags with the following business rule. I haven't thoroughly tested it but in my first few trials it seems to work just fiiine. Was simpler than it seemed.

Business Rule: Fix Client Spacing

Table: sys_email

When: before
Update: true
Active:true

Script:
current.body = current.body.replace(/<br\/>/g,'');

View solution in original post

HarshTimes · ‎01-02-2014

Hi Bryan
I also faced this issue earlier.I think there is some issue with the service-now html textbox.I will suggest you to create the hml template in a javascript editor/html editor first and then copy that to your email template.

Thanks
Harsh

jmfonseca · ‎02-04-2014

Hi guys,

Same symptom here...

I followed the advice of editing in a proper editor and it worked out.

Greets

racoats · ‎10-15-2014

Hi mfonseca,

This seemed like a sensible solution, so I gave it a try, but my results were not different.

Perhaps I did not use a good editor. Could you reply with the editor you used successfully?

Thanks,
Bob

awright · ‎03-06-2014

We also encounter this in some cases. The worst part is that the & nbsp tag can't be saved into the script editor so we can't remove it with a string replace without splitting it up (and its effectiveness once this has been done seems dubious as it works in some cases but not in others).

I believe it has something to do with TinyMCE editor, but there's no way to get at the settings that automatically add p tags to my knowledge.

Excessive HTML Spacing when using the Email Client (<p> </p>)