2236026 - Text formatting and Inline Images not shown in Incoming E-Mails

SAP Knowledge Base Article - Public

2236026 - Text formatting and Inline Images not shown in Incoming E-Mails

Symptom

SAP Cloud for Customer is displays only the text of incoming E-Mails. Any formatting or images inserted when composing the E-Mail seem to be missing.

Reproducing the Issue

  1. Compose an E-Mail in HTML format using Microsoft Outlook or another editor and send it to one of the recipients maintained in SAP Cloud for Customer.
  2. Open the E-Mail (either via WorkCenter Service, View Unassociated E-Mails or via the respective Ticket if the E-Mail is assigned).
  3. In section Message of the E-Mail, only text is shown.

Cause

SAP Cloud for Customer shows only the text version of E-Mails to keep the User Interface clean and avoid the risk of embedding unknown HTML code submitted via E-Mails.

Resolution

If an E-Mail contains an HTML-part, you can download and access it as an attachment, similar to regular attachments to the E-Mail. On the Attachments facet of the E-Mail, you can find an attachment with the name __OriginalContent.html. Just download it to access the HTML-part of the E-Mail.

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Keywords

KBA , LOD-CRM-SRP , Service Request Processing , Product Enhancement

Product

SAP HYBRIS C4C 1705 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP LE APPL. PLATFORM 1508 ; SAP LE APPL. PLATFORM 1511 ; SAP LE APPL. PLATFORM 1602