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3684242 - Case Description formatting does not match the Inbound Email formatting

Symptom

Emails sent from Outlook to Service Cloud are not formatted correctly in the Case description.

Ex: You write an email with an numbered list as:

a. First Item
b. Second Item
c. Third Item

When the email is received in Service Cloud, the numbered list in the Case Description appears as:

  1. First Item
  2. Second Item
  3. Third Item


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Environment

  • SAP Service Cloud Version 2
  • SAP Service Cloud and SAP Sales Cloud Version 2

Product

SAP Sales Cloud and SAP Service Cloud Version 2 all versions ; SAP Service Cloud Version 2 all versions

Keywords

case description, formatting issue, numbered list, email, outlook, service cloud, case creation, text/plain, MIME content, case timeline, case description formatting, numbering bug, unexpected numbering, sap service cloud version 2 , KBA , CEC-CRM-CAS , Case Management for SAP Sales/Service Cloud , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , How To

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