Why are the line breaks removed from my text area fields when they are inserted into the incident thread via a business rule?
Text Area type Custom Fields, Appended via Business Rules
Oracle Service Cloud, All supported versions
When the contents of a text area custom field are appended to the incident thread with the help of a business rule and standard text variables, the line breaks are removed.
This behavior is expected because the text area custom fields store data in plain text format. When a business rule appends standard text containing variables, the content of the variables is inserted as plain text content in an HTML environment. This removes the line breaks in the text area field and inserts everything as a single string.
The only way to insert the contents of a text area field and keep the line breaks is to manually insert the appropriate standard text in a thread entry while the thread editor is in plain text mode.