SAP Knowledge Base Article - Public

2945660 - Ticket Outlook Reply Does Not Keep Images From Initial Email


Reply with Outlook to an inbound e-mail interaction does not display images from that interaction.


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: inbound e-mail with images is already in the system and ticket was created for it.

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket XYZ (XYZ represents affected ticket ID).
  4. Go to the Interactions facet.
  5. Click Reply With Outlook option.

Result: in the reply (outbound) e-mail, images from the inbound e-mail are not displayed.


When using Reply with Outlook option, number of characters that can be passed to Microsoft Outlook is determined. To ensure as much of the text content is passed, only plain content which does not contain image details is sent.


This is current system behavior.

See Also

2913674 - Reply With Outlook Do Not Preserve The Formatted Text

2773108 - Crashed Image on Ticket Email


E-mail, email, Outlook, Reply with Outlook, Use Outlook, interaction, ticket, image, inline, picture, screenshot, reply, , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem


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