Displaying Email Layout in Notification

damirdoszhan · ‎05-31-2017

Dear Community!

I created new email layout with company's branding needs, added it to email templates with notification email scripts and chose in notification to

display specific text in custom format. But there is a problem, system is not displaying email layout when I press "Preview Notification" button.

It displays only mail scripts values from email templates. I have tested this option in developer instance too, but there was a same problem.

Thanks in advance!

brian_ · ‎06-05-2017

I too am having the same problems. When I copied the original notification (via Insert) it would not work. By exporting the records as XML and comparing in Notepad++, I found a difference from the inserted version.

Wherever a variable is called out as ${variable}, in the version that was copied it was actually stored as $X{variable} where X is an invisible invalid character. The only way I could delete that invalid character (X) was to check the box for Advanced, paste in there. Then I put my cursor between the $ and {, and pressed delete.

Once you press delete, the { and corresponding } will light up green, indicating those are currently highlighted by the cursor. Doing that for all ${variable} references made this work by means of previewing.

Now I am trying to make my custom template work. I'm finding I can only work with Advanced, and it is VERY, VERY picky on what it will accept and render. So far I've had to scrap my template, and just slowly change the original one piece by piece.

View solution in original post

JK1 · ‎07-13-2017

Hi Brian,

this is an issue I banged my head for a day or two.In client templates, we use html field so we can have the TinyMCE. So from this field we copy with BR to the body field, which is string (form this field the template is parsed). As soon as you save twice, the issue appears. HI ticket opened but we still wait.

So I added this line : current.body = content.replace(/(\$.{1}\{)/g, "${");

where content = current.u_html_formatter (our new html field). This replaces everything between the $ and { and leaves it like ${ .

Hope this will help someone as I really spend lots of time solving it.

Cheers,

Joro

Marshall Day · ‎07-24-2017

Brian,

I was able to do your prescribed cure in the HTML version instead cutting and pasting in Advance by going to the Source Code button, placing the cursor to the LEFT of the dollar sign ($) and deleting until the brackets glowed green. Once I saw the green brackets, I typed in the $ to bring the mail script back into action.

I have been making dents in my desk over this issue for 2 days until I saw this discussion in the Community. Service-Now should certainly come out with a fix quickly as this is not an easily spotted issue to fix.

Thanks to all who contributed to this fix!

Marshall

rpope · ‎08-07-2017

I have a problem where i cannot render the footer component of the demo layouts only. I've done the invisible character delete, and 2/3rds of the email render properly, but I still cannot get the Subscription links to appear in the bottom row of the table. Any thoughts on what's happening here?

JK1 · ‎08-07-2017

Hi Ryan,

as you deleted the hidden character between the $ and {, then the script you call ( I assume you call a mail_script? ) is not returning value ( if you dont see anything ) or is not evaluated at all (if you see your mail script name/variable there). Can you show a screenshot of both the template and the footer ?

cheers,

Joro

rpope · ‎08-25-2017

I figured out my issue...it was a user error on my part, and had been resolved by the spacing you mentioned.