SAP Knowledge Base Article - Public

3115472 - E-mails displayed in C4C may have corrupted characters and display ### instead of the special character - KOI8-U encoded

Symptom

  • E-mails with special KOI8-U encoded characters get corrupted and are not legible
  • The system displays these characters as ###'s

Environment

SAP C4C CORE 2108 / 804

Reproducing the Issue

  1. Send an e-mail that uses KOI8-U (RFC 2319) encoded characters
  2. The e-mail All characters of pasted text appear as #.

Cause

  • Using different encodings can cause some issues.
  • E-mail content can have two levels of encoding.
    • One at the e-mail header levels, against the MIME section, and
    • at the HTML tag level, against the "metadata" tag.
  • This mismatch leads to certain characters corruption

Resolution

  • E-mail messages containing unsupported formatting codes may cause escape codes to appear in the message content.

  • Unsupported formatting codes can appear as gibberish or nonsense when you are reviewing the incoming message.
  • C4C uses UTF8 encoding by default, and there is currently no support for encodings like KOI8-U (RFC 2319) as of the release 2108 and 2111
  • In a few such cases, the customers can try to open the e-mail and check the plain text content, or they can download the original content for that e-mail.
  • If you feel this feature should be enhance, then please consider participating in the SAP Customer Influence program. See KBA 2531650 for more info.

See Also

2594426 - Encoding Types for Emails in Tickets

Keywords

KBA , LOD-CRM-SC-EML , Email , LOD-CRM-SRP , Service Request Processing , Product Enhancement

Product

SAP Cloud for Customer add-ins 1802 ; SAP Cloud for Customer core applications 1802 (old) ; SAP Cloud for Customer core applications 2108