Translated HTML fields show HTML code in email notifications

[rosa8]

For some reason when I include a field that is a Translated HTML field into an email notification, the HTML code prints and it looks like a mess. How do I get the data from the field to format properly? Regular HTML fields work fine.

I first noticed this when working on our kb_submission form. I'm trying to get the text to be included in the approval email notification. I'm also trying to include that same text in a notification to the Service Desk for Knowledge Articles are updated.

Thanks,
Rosa

[rosa8]

Just plain text. I attached a copy of the email.

[cwhaley]

The notification engine in ServiceNow must be escaping the HTML in the field. This isn't something I have visibility into so I have no way of telling you how you might turn that off. I think you are going to have to open a ticket with them in the HI server.

[Masha]

You could modify the code you've tried to take out

and replace and
with '\n', but that would not work for other KB Submissions that might have tables or lists in them. I think going the support rout would be your best bet here, sorry we couldn't find a solution for you.

[amadosierra]

It's been more than a year since the last comment on this post and I'm wondering if anybody has found a good solution for this.

I was thinking about creating a record directly in the sys_email table, not letting any translation getting in the way with HTML fields, but that seems to obtrusive, besides the fact that events nor email templates can be used.

I'm opeing a ticket with SNC to hear from them.

[rosa8]

I haven't found a solution. I changed the email to inlcude a link to the final knowledge document. I have recenlty installed the Knowledge Management Internationalization Plugin which changes the text field on the knowledge table to html from translated html but I have not had a chance to do any testing on the email notification to see if this will work any better or not.