When the email client is set as HTML, Email Templates pulling in content containing brackets are being formatted incorrectly. If there is a three-word value within the brackets, the entire body is blanked out. If there are two or less words within the brackets, only the content within the brackets does not render.

Reproducible in Eureka and Fuji.

Steps to Reproduce

 In a demo instance:

  1. Navigate to System Policy > Notification Email Scripts > New/ Enter the following information:
    • Name: get_description
    • Script: template.print(current.description.toString());
  2. Click 'Submit'.
  3. Navigate to System Policy > Client Templates > New. Enter the following information:
    • Name: Test Get Description
    • Table: Problem
    • Body: Test123
    • ${mail_script:get_description}
  4. Click 'Submit'.
  5. Navigate to System Definition > Dictionary.
  6. Search for Table = sys_email and Column name = body
  7. Set the Type to 'HTML' and click 'Update'.
  8. Search for Table = Problem and open the Collection record.
  9. Under Advanced View, add the following Attribute: email_client=true
  10. Navigate to Problem > Create New.
  11. Enter the following description: <Test Test Test>.
  12. Right-click on the header and click 'Save'.
  13. Click on the Email Client icon.
    • The Description will not be pulled in, as it will be formatted as an HTML tag.
  14. Click on the Email Client icon.
    • No Content will display.

If the Description contains the < > characters with less than three words in place, content within the characters will still not display, though it will not blank out the whole Body.


There is no workaround for this Known Error at this time.

Related Problem: PRB613530

Seen In

Eureka Patch 5
Fuji Patch 2 Hot Fix 1

Fixed In


Associated Community Threads

There is no data to report.

Article Information

Last Updated:2015-11-09 10:56:47