SAP Knowledge Base Article - Public

3193070 - When creating an e-mail template from a Lead with multiple Notes, the Note is taken seemingly at random.


You have an e-mail template which includes Notes from a Lead, but in a Lead with multiple Notes, it seemingly selects one at random.


SAP Cloud for Customer

Reproducing the Issue

  1. Go to the Sales work centre
  2. Go to the Leads view
  3. Open any Lead with multiple Notes
  4. Press on the "+" icon and create new e-mail (or navigate to the Activities facet > E-Mails section and click it there)
  5. Select the relevant e-mail template
  6. Observe as one Note is taken into the description.


Notes in a Lead are sorted by their technical ID, which is not visible to the user.  What Note is pulled into the template is based on this technical ID - the same Note will be consistently chosen within a particular Lead, but as a whole the process is essentially random.


This is the expected behaviour of the system.  Having Notes in the e-mail template is not recommended if the Lead has several Notes.


lead, e-mail template, note , KBA , LOD-CRM-LM , Lead Management , Problem


SAP Cloud for Customer core applications 2202