After Autotask's recent release of version 2020.2, you may notice that editing a ticket that was created from the Autotask API will cause all the newline characters to be lost. When this happens, the paragraphs become one big paragraph and the ticket description becomes difficult to read.
This affects all Autotask API integrations that create tickets. I have included some screenshot examples below to show what it looks like.
I wanted to let you know that Autotask is aware of this issue and plans to fix this in an upcoming release, but there is a workaround in the meantime.
Workaround:
If you need to edit a ticket that was created from the API, you can copy the contents of the ticket description to your clipboard before clicking "Edit" in the ticket. Then, paste the correctly-formatted ticket description back into the ticket prior to saving your ticket changes. This will ensure you don't lose the correctly-formatted ticket description.
We will continue to work with Autotask to see that this issue is resolved quickly, and also work to identify whether we can implement a change on our end to resolve the issue.
As always, let us know if there's anything we can do to help in the meantime.
Example ticket created from Email2AT:
Example ticket after clicking "Edit":
