SAP Knowledge Base Article - Public

2543733 - Link Within a Ticket is Not Clickable

Symptom

Incoming E-Mail in the Cloud for Customer system that contains a link is not clickable.

Reproducing the Issue

Prior to this customer sends an E-Mail to the Cloud for Customer system and a ticket is being created.

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Open ticket XXX (XXX represents the ticket ID).
  4. In the Overview facet you can see that the e-mail contains a link.
  5. Go to the Interactions facet.

Result: You are unable to click on the link.

Cause

This is the expected system behaviour.

Resolution

This is the designed system behaviour. We have sanitized the content in the HTML code for security reasons so that there's no suspicious link displayed to the user. The text sanitization removes the link details from the text. This behaviour is consistent across RUI and HTML5.

As a workaround, you can open the original content HTML details from the Attachments facet within the ticket.

Keywords

KBA , LOD-CRM-SRP , Service Request Processing , How To

Product

SAP Cloud for Customer 1802 ; SAP Cloud for Customer 1805 ; SAP Hybris Cloud for Customer 1708 ; SAP LE APPL.PLATFORM 1708