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?

[Abhinay Erra]

Is your target variable is of type string? Can you also provide a snapshot of your sample new call description.

[evaoconnell]

Hi Abhinay

Yes it's currently string but I've tried as HTML also.   See attached screenshot of New_Call and of the Request Item after it's been submitted.   You can see the line spacing has been lost.

[Abhinay Erra]

Here   you go,

You just need to encode your URL and you are good to go. Make sure the target variable is of string type not html.

var reqFor = current.caller;

var location = current.caller.location;

var reqItem = current.request_item;

var comments = "NEW_CALL_REF:"+current.sys_id+" "+current.description;

getCart();

var url = 'com.glideapp.servicecatalog_cat_item_view.do?sysparm_id=' + reqItem + '&sysparm_user=' + reqFor + '&sysparm_short_description=' + current.short_description + '&sysparm_description=' + current.description;

action.setRedirectURL(encodeURI(url));

function getCart() {

    var cart = new GlideRecord('sc_cart');

    var userid = gs.getUserID();

    cart.addQuery('user', userid);

    cart.query();

    if (cart.next()) {

          // We already have a cart so override the requested for value and empty it

          cart.requested_for = reqFor;

          cart.special_instructions = comments;

          cart.delivery_address = getDeliveryAddress();

          cart.update();

          var cartItems = new GlideRecord('sc_cart_item');

          cartItems.addQuery('cart', cart.sys_id);

          cartItems.deleteMultiple();

    } else {

          cart.initialize();

          cart.user = userid;

          cart.requested_for = reqFor;

          cart.special_instructions = comments;

          cart.delivery_address = getDeliveryAddress();

          cart.insert();

    }

    return cart;

}

function getDeliveryAddress() {

    var gr = new GlideRecord('cmn_location');

    if (!gr.get(location))

          return '';

    var text = '';

    if (!gr.street.nil())

            text = gr.street + '\n';

    if (!gr.city.nil() && !gr.state.nil() && !gr.zip.nil())

            text += gr.city + ", " + gr.state + ", " + gr.zip;

    return text;

}

[evaoconnell]

That's it, fantastic.

Thank you so much, I would never have got that.