Keep formatting of text when copied into a variable

[evaoconnell]

I have enabled the New Call feature in ServiceNow (Fuji) and have an inbound action that pulls emails into the system into a new call and then I choose if it's a request or an incident.  

If I chose request then it will be one catalog item called Quick Request.   I use the OOB (only a couple of changes) 'CallTypeChanged to Request' business rule to pull the information into the requested item but when info of the new_call description field comes into the requested item description (which is a variable) it loses it's formatting.   Is there any way to keep the formatting correct in the variable?

[Chuck Tomasi]

What version of ServiceNow are you using? I might be able to check if something else is a factor or if that's a recent enhancement.

[evaoconnell]

Thanks,   it's Fuji Patch 12 ( I don't recall ever seeing HTML as an option though)?

[Chuck Tomasi · Accepted solution]

Screenshot from my Fuji system... It seems to be there. Not sure why you aren't seeing it. It might be time to call customer support.

[evaoconnell]

Thanks, yes it appears to be missing.     I can see it in my dev instance which is Fuji patch 13.   I've just realised I'm missing a few options.   May have been some silly administrator before I arrived who deleted them.   Can't think what else could have caused it.   Thank you for your help though.   Thought I was going mad.

[Chuck Tomasi]

If someone did delete them, and you have a copy in dev, simply right click the Type field and select Show Choice List. When the list appears, export it to XML, go to the other instance (prod?) and import them. Let me know if you need help with that. The below link has some good info.

Exporting and Importing XML Files - ServiceNow Wiki