000038380 - Email templates that use HTML markup tags insert unwanted blank lines in the body of the email in RSA Identity Governance & Lifecycle

Document created by RSA Customer Support Employee on Jan 24, 2020Last modified by RSA Customer Support Employee on Jan 27, 2020
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Article Number000038380
Applies ToRSA Product Set: RSA Identity Governance & Lifecycle
RSA Version/Condition: 7.1.1
 
IssueEmail templates that use HTML markup tags for styling the email text/response insert unwanted blank lines in the body of the email in RSA Identity Governance & Lifecycle.

For example, consider the below email template: (Admin > Email > Templates tab > Create/Edit email template)
 
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To view the email content, go to (Admin > Email > Templates tab > {name of email template} > Content: View button).
 
The expected email content is:

 

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The actual email content is:

 

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Note the unexpected addition of blank lines in the email content.
 
CauseThe line feeds/carriage returns used to separate the HTML tags in the email template definition are being converted to blank lines when creating or updating the email template.

Note:This is an issue only when using HTML tags that add styling to a text/response. This is not an issue with tags used to generate a text/response.


This is a known issue reported in engineering ticket ACM-102286.
 
ResolutionThis issue is being investigated by the Engineering team in order to provide a permanent resolution in a future release.
 
WorkaroundRemove the line feeds/carriage returns from the HTML content (Admin > Email > Templates tab > Create/Edit email template).
 
For example, change

FROM:



<span style="color:red">
Here is some red text.
</span>


TO:



<span style="color:red">Here is some red text.</span>


Applying this workaround to the example above would look like:
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To view the email content, go to (Admin > Email > Templates tab > {name of email template} > Content: View button).
 
The email body now looks as expected:

 

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NotesIn order to allow HTML markup in email templates, in the RSA Identity Governance & Lifecycle user interface go to the Admin > System > Security tab and click Edit. Scroll to the XSS/Scripting Security section of the page and set Email Body (Templates, Review Emails): to Allow sanitized HTML as in the example below:
 
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