SAP Knowledge Base Article - Public

2534852 - Initial Mail Not Copied In Reply on Ticket View Using HTML5 Client


When you will reply an e-mail in tickets interactions using HTLM5 UI the original information coming from the website is not copied to the reply email.

Reproducing the Issue

  1. Go to Work Center Services
  2. On Tickets View
  3. Search and open the ticket 123 (123 is your ticket)
  4. Go to the tab Interactions
  5. Click on Reply
  6. You will see that the first interaction of the e-mail will not be copied.


The e-mails interactions from the tickets mentioned receive the MIME that contains only the "text/html" part and not the "text/plain" part.

Unfortunately, we do not support the processing of "text/html" in the HTML5 screen and expect the MIME to contain "text/plain" content.

That is the reason for the text not coming up as expected in the "Reply" feeder, as we are unable to process the text sent in the form of HTML content.


For correct behavior, kindly use the RUI screen for checking e-mails containing HTML content.


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


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