SAP Knowledge Base Article - Public

3032432 - Image Missing In The Inbound E-mail


Embedded image is missing in the incoming e-mail interaction.


SAP Cloud for Customer

Reproducing the Issue

Prerequisite: an inbound e-mail with embedded image has been sent to the system and a ticket was created.

  1. Go to the Service work centre.
  2. Go to the Tickets view.
  3. Open ticket ABC (ABC represents the ticket ID).
  4. Navigate to the Timeline.
  5. Check affected inbound e-mail.

Result: embedded image is missing from the interaction. You can also see a warning at the top of the e-mail: "Warning! This e-mail may contain harmful content. If it is trustworthy, select View Original Content from the options menu".


Virus scanner has found active content in the e-mail. Due to this being a security concern, only plain text is displayed. Therefore, none of the rich text or inline images are shown in the interaction.


Images can be checked in the Original E-mail Content.

See Also

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


E-mail, interaction, timeline, ticket, original content, inline, embedded, image, picture, rich text, plain text, missing, not displayed, warning, harmful content , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SC-EML , Email , Problem


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