Emailing an HTML field includes relative links (vs. absolute links) for images, which breaks them.

Steps to Reproduce

  1. Add an HTML field to the Incident form.
  2. Modify the incident.ess.role email template to include the new field in the email body.
  3. Create an incident where the HTML field has an image in it and add the image from the image library.
    Note that the resulting email contains a relative URL for the image (for example, bullet_title.pngx vs. http://demo.service-now.com/bullet_title.pngx), so it will not render as expected in the email.


When using the email client to compose email messages that contain graphical assets or links, choose URLs that are not on the instance itself. The asset library should reside somewhere else (flickr, Google images, or other image repositories on the Internet.). This ensures that absolute URLs are generated and will be viewable in email applications such as Outlook or Mail.

Choose the URL type from the drop-down when inserting/editing images and links to the outside (not on the instance) URL within the Image field.

Related Problem: PRB542651

Seen In

Aspen Patch 2
Aspen Patch 2 Hot Fix 24
Aspen Patch 3
Aspen Patch 5
Berlin Hot Fix 4
Berlin Hot Fix 5
Berlin Patch 10
Berlin Patch 4
Berlin Patch 5 Hot Fix 1
Berlin Patch 5 Hot Fix 2
Berlin Patch 6
Berlin Patch 6 Hot Fix 1
Berlin Patch 8
Berlin Patch 8 Hot Fix 1
Calgary Patch 1
Calgary Patch 2
Calgary Patch 2 Hot Fix 14
Calgary Patch 2 Hot Fix 5
Calgary Patch 3
Calgary Patch 3 Hot Fix 1
Calgary Patch 4
Dublin EA 1
Dublin EA 7
Dublin EA 8
Dublin Patch 1
Dublin Patch 7 Hot Fix 2
Dublin Patch 7 Hot Fix 5
Eureka Patch 1 Hot Fix 2
Eureka Patch 6
Fuji Patch 13 Hot Fix 1
Geneva Patch 4
Helsinki Patch 1

Fixed In


Associated Community Threads

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Article Information

Last Updated:2016-12-04 18:51:38