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]

You could try changing your variable from a string to an HTML variable.

Variable Types - ServiceNow Wiki

[evaoconnell]

Hi Chuck

Sorry for the silly question - how do I do that?   I thought you could only change form fields to HTML and not variables.   My current variable is 'multi-line text'?

Thanks

[Chuck Tomasi]

In the variables list, find and open the variable. Change the type.

[evaoconnell]

Unfortunately that's the problem, I don't have the HTML option, is it my version of ServiceNow or perhaps a missing plug-in?