Outbound e-mail action removing linefeeds from content

[IntegraGreg]

We're currently using the old (non rich-text) messaging box for e-mailing our customers. It seems that since a recent update the e-mails we're sending out are missing the linefeeds in the original message. Is anyone else experiencing this issue?

[Victor]

@IntegraGreg would it be possible to post some screenshots? Remember to blur/remove any confidential information ...

[IntegraGreg]

Hi Victor

Thanks for looking into this. Here's how it appears in the message box.

 

Here's how it appears in the timeline

 

And here's how it appears in the mailbox sent items (and how the customer sees it)

 

 

[Victor]

@IntegraGreg - ah, I see... I think this is something we can fix rather easily (hopefully). But first I would need to have a look at the email template used for updates. So, can you please create an API key for the admin account, and PM me the key. There is a guide for creating API keys here: https://wiki.hornbill.com/index.php/API_keys

[Victor]

@IntegraGreg now I have a better understanding of the issue and it looks this is something that I can't fix, unfortunately, this is something that dev team needs to address. I advised them of the scenario so they can confirm a defect here. I'll raise a support request for this on your behalf so we can track the progress on this.

[Guest Chaz]

@IntegraGreg if you take the latest update to Service Manager, a fix is available for this issue now.

[IntegraGreg]

Thanks @Chaz and @Victor, update applied a while back and it's all good again!