Work Notes Activity Stream loses formatting for some large pasted email content in CSW

[HimanshuS876326]

Hi everyone,

I'm investigating an issue with Work Notes in Customer Service Management and wanted to see if anyone has experienced something similar.

Issue

Our users manually copy and paste long email conversations from Outlook into the Work Notes field and also attach the original email to the case.

For some Work Notes, after clicking "Content not loaded because it is very large" (which I understand is expected ServiceNow behavior), the email is displayed as one long block of text with most paragraph formatting lost, making it difficult to read.

However, in the same case, other large Work Notes display correctly with proper line breaks and paragraph spacing.

Investigation performed

• The "Content not loaded because it is very large" message is expected behavior and is not the issue.
• Compared a good Work Note and a bad Work Note.
• Both are stored in the sys_journal_field table.
• Both sys_journal_field.value fields contain the expected line breaks and formatting.
• Character counts are similar:
  • Good Work Note: ~14,948 characters
  • Bad Work Note: ~16,000 characters
• The content is not truncated.
• The issue occurs only when viewing the Work Note in the Activity Stream.
• Tested in Australia (DEV) and observed the issue in Yokohama (PROD).

Question

Has anyone experienced inconsistent rendering of large Work Notes in the Activity Stream where:

• The sys_journal_field.value contains correctly formatted text,
• But the Activity Stream displays one Work Note correctly while another appears as a single continuous block of text?

Is this a known platform limitation, rendering issue, or is there any configuration or property that affects how large Work Notes are rendered?

Any guidance or similar experiences would be greatly appreciated.

Thank you!