SAP Knowledge Base Article - Public

3460198 - Unable to open hyperlinks in case email draft, while in the editor


  • When drafting an email from a case, it's impossible to open a hyperlink in the editor.
  • However, once the email is sent, the recipient can open the hyperlink.
  • Ideally, enabling the opening of hyperlinks within the editor is preferable, to confirm if the hyperlink works before sending the email.

Image/Data is from SAP internal systems, sample data, or demo systems. Any resemblance to real data is purely coincidental.


  • SAP Service Cloud Version 2 1.0
  • SAP Sales Cloud Version 2 1.0

Reproducing the Issue

  1. Navigate to the Cases work center.
  2. Open any case.
  3. Click on the Send Mail icon on the case header.
  4. Create a draft email, add a hyperlink to a text and click on it (hyperlink does not work).


The system is working as designed.


  1. Click on the "Email Preview" option in the email editor.
  2. Review the email content in the preview window that opens.
  3. Identify the hyperlink you wish to open.
  4. Click on the hyperlink within the preview window to open it in your web browser.
  5. Navigate to the desired webpage or resource linked by the hyperlink.
  6. Once finished, close the preview window and continue editing or sending the email as needed.

See Also

3356195 - How to Create and View Email Drafts


Resolution, Email Preview, Hyperlink, Click, Open, Editor, Preview Window, Web Browser, case, email editor, popup , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , Problem


SAP Sales Cloud and SAP Service Cloud Version 2 1.0