2551028 - E-mail History From Ticket Is Getting Truncated/Cut

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

SAP Cloud for Customer core applications

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 "Use Microsoft Outlook®" is checked.
5. The mail is copied into MsOutlook, however, it is truncated/cutted.

1. The issue occurs because when using C4C and Microsoft Outlook Add-In, and is caused due to a limit of 2000 characters on average in mailto Microsoft's protocol.
2. This 3rd party solution uses a URL convention/standard, and is not within the scope of SAP to control or handle.
3. The above is not an issue/limitation from SAP's end, but is rather a limitation imposed by the browser conventions followed.

• This is the system standard behavior. The 2000 characters limit includes spaces and other special characters. Please note that space is considered as '%20' which is a total of 3 characters.
• This feature is not supported in the current release of SAP Cloud for Customer/SAP Business ByDesign.
• If the feature/functionality is needed as a matter of urgency, please refer to KBA 3475641 - Functionality Currently not Available.

Cut prune trim cutoff clipped chopped text e-mail body add-in Microsoft , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , Product Enhancement