When our analyst looks at a reminder/notification from the history of an Incident/Request they see the Body/Details of the reminder/notification window, but as we use HTML tags in our emails the appearance in this window isn't ideal. For example:-
Therefore we are looking to improve this appearance so the analyst can check the content without wading through the tags.
The purpose of the above reminder is Pass to Customer for additional information, where "Additional Information Required" is the info we ask for.
What I have done so far is create a new string attribute under reminder and added to the window which the contains the following calculation, with the intention of hiding the actual Details window and showing this instead:-
Which returns something similar to:-
The only issue is the final value "Additional Information Required" does not work and returns a blank window if not commented out. I wondering if this is due to the WithCustomerCol._Details not being written until the reminder is sent, so the equation cannot obtain the value as the value has not been written to the database at that moment. Is there a way of dynamically obtaining this value and to push into the equation?
Alternatively, is there a simpler way to hide these tags that I am (probably) missing?
Many thanks in advance.