SAP Knowledge Base Article - Public

2236026 - How To Check E-mail Content When Formatting And Inline Images Are Not Shown In The Incoming E-Mails


How to check e-mail content when formatting and images (rich text) are not shown in the incoming e-mails? 

Image/data in this KBA is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


SAP Cloud for Customer


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.

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket ABC (ABC represents the ticket ID).
  4. Go to the Timeline facet.
  5. Find the affected e-mail.
  6. In the message section (body) of the e-mail, only plain text is shown, images / rich text is missing.

Option 1:

  • Click More -> View Original Content.


Option 2:

  • Open the affected e-mail (click the subject link).
  • Go to the Attachments facet.
  • Click _OriginalContent.html.


Note: E-mail can also be accessed from Activities work centre -> E-mails view OR if it is unassociated e-mail, from Service work centre -> Unassociated E-mails view.


service request, ticket, e-mail, activities, formatting, image, picture, rich text, rich content, plain text, original content, attachments, , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , LOD-CRM-SRP-INT , Ticket Interactions , Product Enhancement


SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions