We have integrated our Freshservice environment to a partner’s Service Now environment, which is working very well - with one exception. The formatting of the Service Now text is getting removed during the integration.
Here’s an example message that’s coming from Service Now. The \r\n line breaks are showing this across multiple lines in Service Now.
"Your issue (INC-1XXXX) has been deemed solved. Please review the attached notes for more information: Good morning!\r\n\r\n I have added the XXXXX. This section of the XXXX.\r\n\r\nRegards\r\nXXXX "
The body of the POST Command includes the following line:
"Description": "{{ticket.description | sanitize_html}}"
I believe santize_html is removing the \r\n breaks from the description as it’s handled in the POST processing. Is there a way to allow for these to be included, or to replace the \r\n with a <BR> character before it’s cleaned up by the sanitize_html command?
Have also seen a reference to try {{ticket.description | url_encode }} as an alternative.
Looking for some community guidance, as it seems like it would be a common, relatively straightforward solution.
Thanks in advance!
Kevin
