Inbound Email Action Spacing Issues

[RSalihar]

Hi all,

I have an inbound email action to automatically created incident tickets. In this inbound action I have the body of the email being copied into the description field using this line:

        current.description = email.body_text;

When Service Now is processing the email, it is adding an extra line return after each line.
For example, if an email has a list the looks like this:

Item 1

Item 2

Item 3

Service Now processes it as

Item 1

Item 2

Item 3

This makes my description field look extremely long. Is there any way to setup how this is brought in by the instance?

[eican]

The only way i could think of addressing this is to deplaciert all Double line breaks with a single one:

Something like:

var text = email.body_text.toString();
current.description = text.replace('\n\n', '\n');

[geoffcox]

eican's solution probably needs the global attribute:

text.replace(/\n\n/g,'\n');

Another way would be to perform a split on line breaks, and then delete any array element containing the empty string.

[Aaron40]

That would definitely work but it probably wouldn't be as efficient

Though I find this a little strange since I work with inbound actions all the time and I never get issues with extra line feeds coming through.

[danielbilling]

I have seen it a couple of times in the activity field, but only for emails sent from an Outlook client