HTML formatting not retained in email client message body from HR Case Response template(sn_hr_core)

[vivek11]

Hi team

Can some one please help me for below problem.. 

Problem 

I want to the text "total " in bold and red in the email body using a response template in HR Case record.

When I paste above text from Microsoft word, it works perfectly, and the email display formatting as expected.

However when I use response template editor in HR record from servicenow, the formatting is lost in email body ( even if it looks fine  fine in the email preview)

Thanks in advance,

Mahendra

[Joshton1]

Same as per your other thread, pasting the response:

The response templates of ServiceNow have a feature of "copy to clipboard", which is not carried over with the formatting. You are trying to mimic a system copy paste feature of allowing keep formatting while pasting which is not currently available.

If you have to use the response templates designed to be communicated via an email, I would recommend using Email Client templates. Here you would be able to use the feature "Apply Template" which keeps the formatting.

sys_email_client_template_list is the table to write your configuration.

ServiceNow has its own rich text editor which can be used for formatting instead of a word document. 

The functionality is across ServiceNow workspaces and modules and if you need copy with formatting feature, you can submit and Idea to ServiceNow Team, to enhance it in future releases.

[Tim Deniston]

Found a Now Support article that may resolve this for you: https://support.servicenow.com/kb?id=kb_article_view&sysparm_article=KB2065941

The basics of it are: 

1. Set the system property "glide.ui.html.editor.paste.html_import" to "merge". 
2. Set the system property "glide.ui.html.editor.v4.paste.html_import" to "merge".

This addressed the issue for me.