Skip to page contentSkip to chat
ServiceNow support
    • Community
      Ask questions, give advice, and connect with fellow ServiceNow professionals.
      Developer
      Build, test, and deploy applications
      Documentation
      Find detailed information about ServiceNow products, apps, features, and releases.
      Impact
      Accelerate ROI and amplify your expertise.
      Learning
      Build skills with instructor-led and online training.
      Partner
      Grow your business with promotions, news, and marketing tools
      ServiceNow
      Learn about ServiceNow products & solutions.
      Store
      Download certified apps and integrations that complement ServiceNow.
      Support
      Manage your instances, access self-help, and get technical support.
"Switch to Rich HTML Editor" can remove the email script embedded on the notification body - Known Error
  • >
  • Knowledge Base
  • >
  • Known Error (Knowledge Base)
  • >
  • "Switch to Rich HTML Editor" can remove the email script embedded on the notification body
KB0720624

"Switch to Rich HTML Editor" can remove the email script embedded on the notification body


1366 Views Last updated : Apr 7, 2024 public Copy Permalink
KB Summary by Now Assist

Description

When clicking on "Switch to Rich HTML Editor", then "Revert to plain editor", and again "Switch to Rich HTML Editor", it changes the notification body, and on some cases remove the mail scripts.

Steps to Reproduce


1) Update a notification that has Sys Version set to "v1" which contains a mail_script to Sys Version v2 using UI Action "Switch to Rich HTML Editor".
2) Click "Show Notification Scripts" UI Action to see the mail script was converted to the sys_script_email record.
3) Delete this sys_script_email record
4) Click "Revert to plaintext editor" on the notification to go back to v1
5) Repeat step 1 to convert back to v2
6) Repeat step 2 and see no sys_script_email record created

Workaround

1) Click "Revert to plaintext editor" on the notification to go back to v1
2) Clear away everything in the message_html field on the notification (will not be on the form if v2, use list view or perform this step before reverting)
3) Click UI Action "Switch to Rich HTML Editor"


Related Problem: PRB1319445

The world works with ServiceNow.

Sign in for more! There's more content available only to authenticated users Sign in for more!
Did this KB article help you?
Did this KB article help you?

How would you rate your Now Support digital experience?

*

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

Very unsatisfied

Unsatisfied

Neutral

Satisfied

Very satisfied

What can we improve? Please select all that apply.

What are we doing well? Please select all that apply.

Tell us more

*

Do you expect a response from this feedback?

  • Terms and conditions
  • Privacy statement
  • GDPR
  • Cookie policy
  • © 2025 ServiceNow. All rights reserved.