Embedded image is missing in the incoming e-mail interaction.
SAP Cloud for Customer
Reproducing the Issue
Prerequisite: an inbound e-mail with embedded image has been sent to the system and a ticket was created.
- Go to the Service work centre.
- Go to the Tickets view.
- Open ticket ABC (ABC represents the ticket ID).
- Navigate to the Timeline.
- Check affected inbound e-mail.
Result: embedded image is missing from the interaction. You can also see a warning at the top of the e-mail: "Warning! This e-mail may contain harmful content. If it is trustworthy, select View Original Content from the options menu".
Virus scanner has found active content in the e-mail. Due to this being a security concern, only plain text is displayed. Therefore, none of the rich text or inline images are shown in the interaction.
Images can be checked in the Original E-mail Content.
2236026 - How To Check E-mail Content When Formatting And Inline Images Are Not Shown In The Incoming E-Mails
E-mail, interaction, timeline, ticket, original content, inline, embedded, image, picture, rich text, plain text, missing, not displayed, warning, harmful content , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SC-EML , Email , Problem