John Williams Formation Lap

Multiline Additonal Fields

Implemented
in ServiceDesk Plus  •  Feature Request  •  31 May, 10:44 PM

Hi

I've created a template and I want the email from that template pulling information directly from the ticket. One of the fields is a multiline line I've added as an additional field. When I type in the field I'm able to include a space between each line however, when this field is pulled in to the email template is pulls all of the lines of text in as one paragraph.

It would be great if it keep the space between the sentences in the email template.

John Williams



Example Additional Field:

Line 1 would be on the top.


Line 2 would be on the bottom, this shows it is a different sentence.



When using an email template pulling in this field it shows like:

Line 1 would be on the top. Line 2 would be on the bottom, this shows it is a different sentence

Replies (6)

Vignesh R Product Specialist - SDP
Hi John,

Good Day,

I have created a multiline additional field and added it on a template. If I create a request using this template then the value in the multiline additional field  will be shown as in the image below. Please let me if you are not experiencing the same,


John Williams Formation Lap

Hi

When viewing the ticket I can see a multiline as you do. The issue is when trying to have that field added to a template reply email, the multiline goes and it looks like one line of text all mashed together.

John Williams

Dinesh Bhaskaran Product Expert-SDP
Hi John,

I assume you are referring to Reply templates as Reply email. In ServiceDesk Plus, we can add the additional fields only to the Request templates. It is not possible to have them in the Reply templates. Could you please send us relevant screenshots to assist you better.
John Williams Formation Lap

Hi


When I create a reply template I can add the additional field in the response, example would be $UDF_CHAR6. If this is a multiline additional field it does not include the spaces I have put between the lines, as shown in the below picture 'Multiline Example Field'.



However, when including this field in a reply template as shown below that the additional field is $UDF_CHAR6


The email a user gets does not include the spaces between the lines, it bunches all the text in to one paragraph. Unlike the description field which I have also populated in the reply template, this includes the spaces I have type. Please look at the Updates section of the reply - No Spaces between the lines of text as per the additional field in the first screen shot.



John Williams

Dinesh Bhaskaran Product Expert-SDP
Hi John,

Thank you for the screenshots and detailed explanation. I will check about this with our Development team and get back to you at the earliest.
Dinesh Bhaskaran Product Expert-SDP
Hi John,

The scenario you had reported has been confirmed as an issue by our Development team. You may further track this with an Issue ID : SD-67436. We will keep you notified once this issue is fixed in one of our future updates.