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Please see example of a Power Automate flow I have created which sends two emails via a manual trigger:

  • It sends one to the email address of our IT department’s helpdesk.
  • One to my own work email

     

Below you can see that the email recieved on my own work email contains the line breaks as it should. However, the email recieved by the helpdesk disregards all line breaks, and sends it as one block of text.

 

In the last week, the Sysaid HelpDesk has suddenly stopped accepting/reading line breaks contained in emails sent from a power automate flow.

We many Microsoft forms that are used to send requests to our Helpdesk, and now they are all coming through as one huge block of text. Tried using bullet points instead of line breaks and still the same issue.

Any idea on how to fix this? Surely its something others are having issues with?

 

Hi there,

SysAid Copilot is here with our AI Magic!

Here is the response we thought might assist you:

AI magic at your service!


Thank you for reaching out regarding the issue with line breaks not being displayed in emails sent from Power Automate to the SysAid Helpdesk. This can be frustrating, but let's go through some steps to troubleshoot and potentially resolve this issue:

1. **Verify Email Format**: Ensure that the emails sent from Power Automate are in HTML format. Plain text emails may not preserve line breaks correctly.

2. **Check Email Integration Settings**: Navigate to Settings > Integration > Email in SysAid and review the settings related to email processing. Ensure that SysAid is configured to handle HTML emails correctly.

3. **Review SysAid Logs**: Access the logs via Personal Menu > About > Download Logs for Technical Support. Look for any errors or warnings related to email processing that might indicate why the line breaks are being ignored.

4. **Test with Different Email Clients**: Send test emails from Power Automate to different email clients to see if the issue is consistent across all clients or specific to SysAid.

5. **Update SysAid**: Ensure that your SysAid instance is updated to the latest version. Sometimes, updates include bug fixes that can resolve such issues.

6. **Contact SysAid Support**: If the above steps do not resolve the issue, it may require further investigation by SysAid's technical support team. Please open a Service Record for assistance by clicking on the 'Create a Service Record' link on the chat page.

By following these steps, you should be able to identify and potentially resolve the issue with line breaks in emails sent from Power Automate to SysAid Helpdesk. If you need any further assistance, please don't hesitate to reach out.

Hello @AlexNeedham 

 

Thank you for contacting us.

 

Unfortunately at the moment this functionality is not available yet, as the description field is just a text field and it doesn’t support Rich text/HTML. 

There is a Feature Request open at the moment 2410 - Support HTML / rich text for Description field. 

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