SAP Knowledge Base Article - Public

3416765 - E-mail Formatting Issue

Symptom

E-mail Formatting Issue under Ticket Interactions or Timeline

Environment

SAP Cloud for Customer

Reproducing the Issue

  1. Go to Service Work Center.
  2. Go to Tickets work center view.
  3. Search and open any Ticket.
  4. Go to Interaction Facet.

Few formatting issues are identified. For example:

  • Space increases between Lines/Paragraph
  • Incorrect Signature Format
  • Issue with Logo Placement etc.

Cause

When an E-Mail is composed, certain style tags are added by the Third Party editors used in Cloud for Customer.

When the email is sent, this editor specific tags are not included. This leads to appearance of email content differently in E-mail clients.

Resolution

Formatting can be retained in E-mail client by:

  1. Creation of a table using the table wizard tool present in the Kendo editor
  2. Use of TinyMCE Editor can also avoid some formatting issues

Keywords

E-mail Formatting, Kendo Editor, Line/Paragraph Space increases, Incorrect Signature Format, Issue in E-mail Formatting , KBA , LOD-CRM-SRP-INT , Ticket Interactions , LOD-CRM-SRP , Service Request Processing , How To

Product

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