05/31/2019 261 views

Since our upgrade to SMA version 9.1, we are having an issue with line breaks in html content.

We have a workflow set up through SharePoint that should send an email to the service desk to generate several tickets. Using the 'send an email' action in SharePoint designer, we have tried to send the following content:

@owner=Justin Zandee<BR>This is a test

We have also tried

<HTML><HEAD> <META name=GENERATOR content="MSHTML 11.00.10570.1001"></HEAD> <BODY>@owner=Justin Zandee  <META name=GENERATOR content="MSHTML 11.00.10570.1001"><BR>This is a test</BODY></HTML>

Which is the default html formatting used by SharePoint designer.

In both of these cases, the result that gets submitted into the ticket contains the following:

 <div class="k-wordwrap">
            <div id="k-ticket-comment-label-483174"> <span class="fr-view wysiwyg"><!DOCTYPE html PUBLIC "-//W3C//DTD HTML 4.0 Transitional//EN" "http://www.w3.org/TR/REC-html40/loose.dtd"><br />
<html><head></head><body>@owner=Justin Zandee<br>This is a test<br>5</body></html><br />

The two highlighted line breaks seem to be added any time we send an email from our workflow to the service desk. This has the effect of not allowing the @owner tag to work properly.

When sending an e-mail directly to the service desk through a mail client, the @owner tag seems to work correctly, but the two <br> appear before 'This is a Test'

We have also noticed that seemingly random line breaks are inserted into the ticket.

<br /><br /> A New Employee Checklist has been<br />submitted for New Employee <br /><br /> First and Last Name: New<br />Employee <br /> Job Title: IT Analyst <br /> Employee Type: Contract <br /> Department:<br />IT <br /> Manager/Supervisor: IT Manager <br /> Start Date:<br />5/31/2019 <br /> Office<br />Number: 101 <br /> Office Phone Number: 555-5555 <br /> Office Phone Allocation:<br />Use Existing <br /> Computer Hardware Allocation: Use Existing

All of the highlighted breaks are not included in the source email.

4 Comments   [ + ] Show comments


  • So none of your @ variables are being set correctly? Do they show up in the Summary instead? Can you see the Summary text in the ticket list view and is it different from when you click in to a ticket?
  • I'm not familiar with Sharepoint. Is there a way to force emails to send as plaintext? This has resolved similar issues for me in the past.
  • There are two blank lines and then the @owner variable in the comment field. As far as I can find, there is no option to send the email as plaintext, and even if there was an option, there are other html elements that we want to keep.
  • Also, when sending an email from a mail client, we still end up with 2 line breaks, but the @ variables do work correctly in this case...

All Answers


I have seen a couple of ITNinja members reporting this... it could be a known issue, contact support.

Answered 06/03/2019 by: Channeler
Red Belt