3298676 - Hyperlinked content within the body of an e-mail does not work in Ticket Interaction

• Users claims that the hyperlinks within the body of an e-mail is lost when viewed from the Tickets -> Interactions view
• The same Link/URL works when the e-mail is opened in clients like MS Outlook

• SAP Service Cloud
• SAP Sales Cloud
• SAP Cloud for Customers
• Microsoft Outlook

1. An e-mail with content which has hyperlinks is sent to the corresponding e-mail channel
2. In C4C, a ticket is created
3. The agent opens the ticket and navigates to "Interactions" tab
4. In the e-mail body, what was previously a hyperlink does not work anymore

• 3rd party issue
• The system is working as designed
• C4C will display the content based on the content type sent in the MIME by the originating e-mail server
  • If the "Content-Type: text/plain; charset="us-ascii"" is used, then C4C will use simple text without any formatting
  • If the "Content-Type: text/html; charset="utf-8"" is used, then C4C should maintain the same formatting and the hyperlinks should work

• Ensure the originating e-mail provider/server include the correct MIME information to support rich text content. For example, Content-Type: text/html
• Users can also view the original e-mail per KBA 2236026 (View Original Content)

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

 Safe Links embedded in the body of an e-mail are not hyperlinked, , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , Problem