You are working with Tickets and notices that when copying an email to a new ticket, the email formatting is removed. This does not happen to all emails.
SAP Cloud for Customer
Reproducing the Issue
- Go to the Service work center.
- Select the Tickets view.
- Open Ticket ID ABC (ABC represents the Ticket ID).
- Go to the Timeline tab.
- Select the email.
- Click on the three dots and Copy to New Ticket.
- See on the Ticket Description on Quick Create that the formatting is lost.
This only happens when the first e-mail of a Ticket is an Outbound Email and is being copied.
You can manually change the new Ticket Description on the Quick Create to adjust the formatting if needed.
As this is a rare case, SAP Development added it to the backlog for a future release.
You can also suggest the change to SAP Product Management via the SAP Customer Influence site.
mail ; e-mail ; email ; actions ; activities ; inbound ; b2b ; b2c , KBA , LOD-CRM-SRP-INT , Ticket Interactions , How To