3733692 - Inconsistent Results in Email Notes Export via Data Workbench

When exporting “Email Notes” via Data Workbench, some email records return notes while others return no results, even though notes are visible in the Email Viewer.

SAP Cloud for Customer core applications

1. Open an email record in the Email Viewer and verify that notes are visible.
2. Go to Data Workbench > Export.
3. Select object: EMail Notes.
4. Enter the email’s id and run the export; notes are returned for some emails.
5. Repeat the export with another email’s id that also has visible notes in the Email Viewer; no records are returned.

• For outbound emails generated by workflow templates (HTML), the email content is handled as part of the email payload and the TEXT_COLLECTION node is not populated. Data Workbench relies on TEXT_COLLECTION for the “EMail Notes” export.
• Inbound emails processed via groupware parsing populate TEXT_COLLECTION, so their notes are available for export. This difference is by system design.

Identify the email origin and processing type:

1. Outbound emails generated by workflow templates do not populate TEXT_COLLECTION; their content is only visible in the Email Viewer and will not be exported via Data Workbench “EMail Notes”.
2. Inbound emails processed via groupware parsing populate TEXT_COLLECTION; their notes can be exported via Data Workbench “EMail Notes”.
3. For exports requiring notes, target email records that populate TEXT_COLLECTION (for example, inbound/groupware-processed emails).
4. If notes from workflow-generated outbound emails are required, consider alternative data access methods outside the “EMail Notes” object, as Data Workbench cannot extract content that is not stored in TEXT_COLLECTION.

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