The Option for rich HTML is missing from email templates. How to get it back

[EricG2]

I'm hoping someone can remind me how to get Rich Text formatting back to email templates.

I've been working with management on redoing an approval notification.

when I opened the email template for new updates, the rich text box is missing. How do I get Test to work like my dev instance?

Test Instance

Dev Instance

I did read KB1709172 which states that switching between Rich Text and Plain text is irreversible.

But is it?

[Ankur Bawiskar]

@EricG2 

did someone change this?

when was this changed?

Check with ServiceNow by raising case if they can help here

💡 If my response helped, please mark it as correct ✅ and close the thread 🔒— this helps future readers find the solution faster! 🙏

[Tanushree Maiti]

Hi @EricG2 

Check xml /audit log if any to find out sys_updated_by and sys_updated_on / User who has updated.

From KB it seems its a human error.