3736141 - Screenshots in Inbound Email Interactions Not Displayed in View Original Content of the Email

When emails with embedded screenshots are converted into tickets, the screenshots do not appear in the ticket interactions. Even clicking ‘View Original Content’ does not show the images.

SAP Cloud for Customer core applications

1. Send or receive an inbound email that includes pasted screenshots.
2. Allow the email-to-ticket conversion to create a service ticket.
3. Open the ticket and navigate to Interactions.
4. Open the inbound email entry and observe that the screenshots are not displayed.
5. Clicking on “view original content” also does not show the images.

The inbound email embeds the screenshot with the content type “text/html” instead of an image MIME type (for example, image/png or image/jpeg). The system interprets it as an HTML document rather than an image, so the screenshot is not rendered in the ticket interaction.

Ensure the sending mail client or automation embeds screenshots with proper image MIME types (for example, image/png or image/jpeg).

Resend email with correct image MIME types and confirm that screenshots render in the ticket interaction after conversion.

3032432 - Image Missing In The Inbound E-mail

2583027 - Outbound reply in a Ticket does not carry screenshots in the reply to a Ticket Communication

Email-to-Ticket, Inbound Email, Interactions, Inline Images, Embedded Images, Screenshots Not Displayed, Missing Images, Content Type, Mime Type Service Request Processing , KBA , LOD-CRM-SRP , Service Request Processing , LOD-CRM-SC-EML , Email , Problem