SAP Knowledge Base Article - Public

2668824 - E-mail From Workflow Rule Displays Code in Ticket Interactions


Interactions shows code, when an e-mail which is triggered from a workflow rule containing a html/text template only appears in the interactions.


SAP Hybris Cloud for Customer HTML5

Reproducing the Issue

You have already created a workflow rule containing a html/text template only.

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open a random ticket.

You can see that the e-mail triggered by the workflow rule displays code in the interactions.


This is a known HTML5 issue.

This issue occurs when the e-mail contains only text/html. The HTML tags are removed while displaying the content. Here the style tags are removed, the content is considered as text and is shown in the interaction.


The issue is planned to be resolved in one of our future releases.

The issue does not occur in Fiori or if the template contains text/plain along with text/html.


Interactions, Tickets, Code, Workflow Rule. , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , Problem


SAP Cloud for Customer add-ins 1805 ; SAP Cloud for Customer add-ins 1808 ; SAP Cloud for Customer add-ins 1811