SAP Knowledge Base Article - Public

2527028 - E-Mails from Customers are Displayed Differently in the User Interface Depending on the E-Mail Provider (Yahoo, Gmail, Outlook, Web, GMX)


When a customer's reply/response is received by your SAP System via E-Mail, the content of the message is displayed differently in the user interface. In detail, this means that the displayed content of the e-mail varies depending on the e-mail provider, that the customer uses.

Reproducing the Issue

This is due to a formatting issue that is triggered by the e-mail provider.

1. As an example, the e-mail provider Yahoo sends out e-mails that are not displayed correctly in the user interface. The following picture shows an example e-mail in the system's backend, hence it displays the formatting that is sent by the provider 1:1.

Incoming E-Mail Backend.png

2. Furthermore, the HTML code of the incoming e-mail can be analysed further. In the following screenshot you can see that the <br> tag is missing in the underlying HTML code, that is sent by Yahoo.




In this example, the e-mail from Yahoo is not displayed correctly due to a missing line break or a <br> tag in the underlying HTML code.


In case any provider's e-mails are not displayed correctly, you or the customer will need to contact the provider personally, as this is not related to SAPs applications.

Please note: These issues can vary from provider to provider, the provider Yahoo was just used as an example.



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