Create One-Step Actions that Use Rich Text Fields

Rich Text capability can be used in One-Step Actions. For example, you can create One-Step Actions that send emails with formatted text and embedded images to customers, or that update Incidents with screen captures and numbered lists.

To create One-Step Actions that use Rich Text, include one or more of the following One-Step Action actions:

• Send an email: You can specify the format for the message (Rich Text or plain text), use Rich Text formatting options for text provided in the email body, and/or insert Rich Text Fields into the email body.
• Write to a file: You can insert Rich Text or insert Rich Text Fields into file contents.
• Create a new Business Object: You can set Fields that can be automatically populated with Rich Text content (example: Incident Description).
• Create a child Business Object (example: Journals): You can set Fields that can be automatically populated with Rich Text content (example: Details).
• Update a Business Object: You can set Fields that can be automatically updated with Rich Text content.
• Print: You can insert Rich Text Fields to print, or use Rich Text for typed contents.
• Send Tweet: You can insert Rich Text or insert Rich Text Fields into Tweet contents.
• Popup: You can insert Rich Text or insert Rich Text Fields into popup contents.

Good to know:

• When you insert Rich Text Fields into One-Step Actions, you can select how images are displayed when One-Step Actions are executed and fields are populated with rich content. Right-click the inserted field, and then select Display Images As. Select one of the following options: Small Thumbnails, Medium Thumbnails, Large Thumbnails, or Full Size.
• If you use a One-Step Action (example: Create Change from Incident) to send the contents of a Rich Text Field into a plain text Field, the Rich Text formatting and images are stripped out and reverted to plain text.
• When you run a Report and a plain text field does not show multi-lined text as expected, use the Report Designer to set the field label property Multiline to Yes. See: Adding Fields to a Report. If you change a plain text field to Rich Text, existing content in the plain text field is cleared. Consequently, you must update or recreate all affected Reports to ensure that the Rich Text fields display correctly.
• If you use a One-Step Action to open a Rich Text Zoom window for a Business Object Field, the system will not recognize any font selections unless the Field already contains text.

  The Rich Text Editor uses a default font based on the following settings, shown in priority order:

  • Field properties for a specific field in a Business Object (example: Resolution fields in Problems).
  • Default font selected in the Global Rich Text settings.
  • Default theme form control font.
  • CSM global system font (not configurable).