Extra line breaks in html

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? - JasonEgg 2 years ago
  • 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. - JasonEgg 2 years ago
  • 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. - JustinZandee 2 years ago
  • 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... - JustinZandee 2 years ago

Answers (1)

Posted by: Channeler 2 years ago
Red Belt

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

Don't be a Stranger!

Sign up today to participate, stay informed, earn points and establish a reputation for yourself!

Sign up! or login


This website uses cookies. By continuing to use this site and/or clicking the "Accept" button you are providing consent Quest Software and its affiliates do NOT sell the Personal Data you provide to us either when you register on our websites or when you do business with us. For more information about our Privacy Policy and our data protection efforts, please visit GDPR-HQ