SAP Knowledge Base Article - Public

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


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.


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.


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.



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


SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer add-ins 1705 ; SAP Hybris Cloud for Customer add-ins 1711 ; SAP LE APPL. PLATFORM 1508 ; SAP LE APPL. PLATFORM 1511 ; SAP LE APPL. PLATFORM 1602