Troubleshooting Actionable Messages not included in email notification - Support and Troubleshooting

Troubleshooting Actionable Messages not included in email notification Issue After f ollowing the steps in the documentation to Embed a survey within the Outlook email client , the Actionable Message content is not rendered in the email notification body.

Troubleshooting steps:

1- Get the email timestamp.

2- Search the sys_log messages at the time the email was sent. The messages in the log look like this:

Information sn_ms_oam OAM: Invoking adaptive card generator for surveys. Information HTMLSanitizer Context:tableName=sys_email,columnName=body,displayValue=Survey invitation: New survey on My Test,sys_id=cd45a5abdbd110506b09be926c9619f8 Discard element:script

The last message is informing that the element script was discarded.

The Actionable Message happens to be enclosed between script tags:

.

Actionable Message content

.

The email body was removed.

Cause The HTMLSanitizer removed the element script from sys_email,columnName=body.

Resolution In order to fix the issue, you have to find the table and the column affected by the HTMLSanitation.

This is information is in the log message:

Information HTMLSanitizer Context: tableName=sys_email,columnName=body ,displayValue=Survey invitation: New survey on My Test,sys_id=cd45a5abdbd110506b09be926c9619f8 Discard element:script

Bold-face the table and column name:

Table: sys_email Column: body The HTML Sanitizer has been enabled system wide, but you can disable it for the sys_email.body field.

This is how to do it: 1- Open the email message in the instance. 2- Right-click on the Body label. A pull down menu will appear. 3- Choose "Configure Dictionary" from the menu. 4- The dictionary definition for the Body column form will open. Locate the "Attributes" field. 5- Enter the following text in the Attributes field: "html_sanitize=false" 6- Save the form. 7- Test the email again.