Playbook "Send Email " activity custom text in Email body gets overwritten by Data pill picker

[RamyasriC]

Hi Team ,

I'm facing an issue while using the Send Email activity in a Playbook(Process Automation Designer ) in ServiceNow

Whenever I try to add custom text in the email body and then use the data pill picker to insert a field ( e.g. SIR Number) ,the entire body content gets overwritten by the Data pill. My manually typed texts gets removed and I 'm unable to include any other content along with the data pill value.

Steps followed

1. Added a Send email activity inside a playbook 
   2. In the email body ,I typed a message like: "Hello ,the SIR Number is:"
   3. Used the data pill piker to insert the SIR number.
   4. After selecting the data pill, the entire message is replaced by just the data pill value .

Is there a way to retain custom text and insert data pills at the desired position in the body without it overwriting everything ?any workaround or best patience?


Thanks in Advance!

[spike]

I'm seeing the same. Be great to get a solution for this from ServiceNow. The same issue exists when trying to build a custom comment on work_notes or comment field. Feels like a bit of an issue if I'm honest.

[Tim Boswell]

Has anyone submitted a case to Support on this yet? Based on what I am hearing, this sounds like it might be a product issue and not a configuration issue, and a Support case is the best way to make engineering aware (they might not know yet that this is an issue).

[RamyasriC]

Thank you for your response. Yes, I have already submitted a Support case regarding this issue .However ,I have not yet received a resolution or further guidance from the Service Now support team. I wanted to check in the community to see if anyone else has encountered something similar or found a workaround while waiting for an official response.

Appreciate any additional insights or suggestions .

Thanks!