Universal request message - "Your request was transferred to "

saideepkada
Tera Contributor

‎05-22-2025 11:12 PM

When we transfer the Universal request, we are receiving system message with HTML format on HR case 

 

saideepkada_0-1747980666729.png

Has anyone know where this message is coming from "Your request was transferred to "?

Your response is highly appreciated, thank you!

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Abbas_5
Tera Sage
Tera Sage

‎05-24-2025 08:06 PM

Hello @saideepkada,

When a universal request is transferred to an HR case in ServiceNow, a system message with HTML formatting, such as "Your request was transferred to...", is often received. This is typically because the notification associated with the transfer is configured to use HTML content, not plain text. To troubleshoot this, you can check the notification configuration associated with the Universal Request transfer process.
 
Here is the troubleshooting steps:
  1. 1. Identify the Notification:
    • Locate the notification that is being triggered when a universal request is transferred. This might involve looking at the Universal Request configuration or the transfer process itself. 
       
    • Examine the notification's "What it will contain" section and specifically the "Content type" field. If it's set to HTML, this is the likely cause.
       
  2. 2. Modify the Notification:
    • If you want to display the message as plain text, change the "Content type" to "Plain Text".
       
    • Alternatively, if you want to customise the HTML content, you can edit the "Source Code" section to adjust the message and formatting.
       
    • You can also modify the HTML template used for the notification.
       
  3. 3. Check Transfer Configuration:
    • Examine the Universal Request transfer configuration to ensure it's properly set up.
       
    • Make sure the correct HR case table and notification are being used for transfers.
       
  4. 4. Review Scripted Logic:
    • If there's any custom scripting involved in the transfer process, review it to ensure it's not injecting HTML into the message.
       
    • Look for any logic that might be modifying the message content during the transfer. 
       
  5. 5. Test the Transfer:
    • After making changes, test the Universal Request transfer process to verify that the message is displayed as expected.
       
By following these steps, you can pinpoint the source of the HTML formatting and adjust the notification or transfer configuration to display the system message in the desired format
 
If it is helpful, please hit the thumbs up button and accept the correct solution by referring to this solution in the future; it will be helpful to them.
 
Thanks & Regards,
Abbas Shaik
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