Acknowledgement Campaign Sends Form with Different CSS Format Than Original Policy

[Keith Little]

Hello,

I have a policy that we are trying to set up an acknowledgement campaign for. I created the policy and set the fonts the way it should look, however when I send out the notifications for folks to review and accept/acknowledge the policy, the page they are sent to has different fonts and font sizes than the original policy document.

What I've found is the page being sent in the email link appears to be generated outside of either the service portal or the back end and uses its own CSS/theme/fonts regardless of what the original document has. Plus it appears to be a different record (KB article vs acknowledgement record) as well.

To set the stage (I highlighted what I think are the pertinent parts)

Note: These three display the formatting fine:

(I stripped out the html part because the post was telling me it was invalid html)

The back-end policy URL
/nav_to.do?uri=%2Fsn_compliance_policy_acknowledgement.do%3Fsys_id%3Db4213983db57e910a9f4e439d39619c7%26sysparm_view%3Dbulk_associate%26sysparm_domain%3Dnull%26sysparm_domain_scope%3Dnull

The back-end PAC URL
/nav_to.do?uri=%2Fsn_compliance_policy_acknowledgement.do%3Fsys_id%3Db4213983db57e910a9f4e439d39619c7%26sysparm_view%3Dbulk_associate%26sysparm_domain%3Dnull%26sysparm_domain_scope%3Dnull

The Service Portal URL
/sp?id=kb_article&sys_id=485c9102dbdba510a9f4e439d3961999

However this one is the one not displaying correctly:
The URL in the email
/sp?id=grc_policy_acknowledgement_instance&sys_id=dcb93d7edbc3ed50a9f4e439d396194f

To date, I have tried the following with no success:

• Creating the document in Word, formatting and pasting into SN
• Checking the Word document using draft view to view the styles as well as Word's "style inspector" utility
• Creating the policy purely from within ServiceNow using the built in editor (I believe it is TinyMCE?)
• Manually modifying the code in the policy editing page to intentionally set the CSS style (including trying the !important directive)
• Checking the code with an online syntax checker to validate syntax
• Verified with different browsers (Chrome, FF and Edge)
• Tried several different styles/fonts/etc
• Tested with just two words with the only difference being two different font sizes

It seems that no matter what I set the style/fonts to, the page from the email does its own thing. Note, the issue is with the page displayed after clicking on the link in the email, not the email itself.

I am grateful for any help that can be offered!

Thanks!

Keith

[jovasquez]

Hi! did you get to any solution on this?

[Keith Little]

I haven't unfortunately.