SAP Knowledge Base Article - Public

2551028 - E-mail History from Ticket is Getting Trucated/Cutted

Symptom

You noticed that e-mails sent are truncated/cutted when pressing reply from C4C using the Microsoft Outlook Add-In. This does not happen when the reply is done directly from SAP C4C.

Reproducing the Issue

  1. Go to the Service work center.
  2. Go to the Tickets view.
  3. Search and open ticket XXX (XXX represents the ID of the ticket).
  4. Press the Reply button and make sure that the checkbox "" is checked.
  5. The mail is copied into MsOutlook, however, it is truncated/cutted.

Cause

This is occuring because when you reply from C4C using the Microsoft Outlook Add-In it will be truncated as there is a limit of 2000 characters on average in mailto Microsoft's protocol.

Resolution

 This is the system standard behavior. 

If you want this changed, you may contact your implementation manager to help with such request or approach directly the SAP Cloud Service Center (servicecenter@sap.com).
Note: The services of the SAP Cloud Service Center will be charged as packaged services based on fixed prices. 

An alternative option may be to check the SAP Hybris Cloud for Customer Ideas Forum to submit an idea: https://influence.sap.com/SAPCloudforCustomer

Keywords

KBA , SRD-CC-FED , Feeds , Product Enhancement

Product

SAP Cloud for Customer 1211 ; SAP Cloud for Customer 1302 ; SAP Cloud for Customer 1305 ; SAP Cloud for Customer 1308 ; SAP Cloud for Customer 1311 ; SAP Cloud for Customer 1402 ; SAP Cloud for Customer 1405 ; SAP Cloud for Customer 1408 ; SAP Cloud for Customer 1411 ; SAP Cloud for Customer 1502 ; SAP Cloud for Customer 1505 ; SAP Cloud for Customer 1508 ; SAP Cloud for Customer 1511 ; SAP Cloud for Customer 1602 ; SAP Cloud for Customer 1802 ; SAP Cloud for Sales 3.0 ; SAP HYBRIS C4C ADDINS 1705 ; SAP Hybris Cloud for Customer 1605 ; SAP Hybris Cloud for Customer 1608 ; SAP Hybris Cloud for Customer 1611 ; SAP Hybris Cloud for Customer 1702 ; SAP Hybris Cloud for Customer 1708 ; SAP Hybris Cloud for Customer 1711 ; SAP Sales OnDemand 1.0 ; SAP Sales OnDemand 2.0 ; SAP Sales OnDemand 4.0