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
- 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.
- Open the E-Mail (either via WorkCenter Service, View Unassociated E-Mails or via the respective Ticket if the E-Mail is assigned).
- 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