SAP Knowledge Base Article - Public

3088206 - E-mail Contains Different Bullet Point Style


In ticket interactions, when an E-mail contains bullet points, upon clicking Reply, the bullet point style changes.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Service work center.
  2. Select the Tickets view.
  3. Open ticket ABC (ABC represents the ticket ID).
  4. Go to the Interactions tab.
  5. Select E-mail option.
  6. Click Reply button.

Result: Bullet point styling contained in previous E-mail changes, e.g. 1, 2, 3 changes to a, b, c.


The E-mail content has the stylings applied to it which is making the bullet points come in a different than what is expected.

Timeline and E-mail Editor shows the rich text content considering all the stylings applied to the content and hence we see the bullet points as alphabets.

Also, there are few specific stylings that Interaction Grid View does not respect. These styles applied on the E-mail content are some of those styles which are not respected by the Interaction Grid View and hence the behavior is different at both the screens.


This is the system standard behavior.


Tickets; C4C; Bullet; Bullets; E-Mail; Style; Format , KBA , LOD-CRM-SRP-INT , Ticket Interactions , Problem


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