2602177 - Embedded Images Not Retained on Reply or Foward

SAP Knowledge Base Article - Public

2602177 - Embedded Images Not Retained on Reply or Foward

Symptom

When you reply an e-mail that has an embedded image or when you forward an e-mail that has an embedded image, the embedded image is not visible to the C4C user who is composing/sending the e-mail nor to the recipient of the e-mail once it has been sent and delivered.

Environment

 SAP Hybris Cloud for Customer 1802

Reproducing the Issue

  1. Go to the Services work center.
  2. Go to the Tickets view.
  3. Open ticket XXX (XXX represents the ID of the ticket).
  4. Go to the Interactions tab.
  5. Reply an e-mail with an embedded image.
  6. The image is no longer visible.

Cause

Inline images will not be continued in the e-mail chain on successive replies. Only web links get carried over in successive emails.

Resolution

This is the system expected behavior.

See Also

1802 What's New documentation under section "Outbound Inline Images for Email Channel"

Keywords

Inline; Embedded; Images; Reply; Forward; E-mail; Tickets; Interactions; , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , How To

Product

SAP HYBRIS C4C 1802