3730767 - Special Characters Not Displayed Correctly In Autoflow Email Subject

Email subjects configured with placeholders containing special characters display scrambled or HTML-escaped text in email notifications.

SAP Sales Cloud and SAP Service Cloud Version 2

1. Go to Settings.
2. Navigate to Templates.
3. Configure an 'Autoflow Subject Template' that uses a placeholder (for example, Category Level 1 Name).
4. Assign the subject template to an autoflow (for example, for Case Entity) that sends email notifications and activate the Autoflow.
5. Go to Cases and open a Case in Detail View.
6. Make a change such that the Autoflow is triggered.
7. Observe that the Email subject shows HTML-escaped entities for special characters (for example, &amp instead of &).

HTML character escaping occurs in plain text subject templates when placeholders output values containing special characters.

For any placeholder that can output special characters, replace the double-curly form {{placeholder}} with the triple-curly form {{{placeholder}}}. This renders the raw value and prevents HTML character escaping in plain text subjects.

KBA 3452302 - Response template placeholder not working

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SAP Sales Cloud and SAP Service Cloud Version 2 all versions