3743191 - ticket interactions are incomplete, with inline images or hyperlinks missing

Ticket interactions show inconsistent content in the Interactions tab. Some emails are cut off, inline images may be missing or hyperlinks are disabled.

SAP Cloud for Customer

1. Send an inbound email (forwarded thread with hyperlinks and/or inline images) to the configured service mailbox.
2. Go to the Service work center and open the corresponding ticket.
3. Observe whether the full forwarded thread is visible.

The Interactions facet is a legacy view with limitations rendering certain inline images and complex forwarded threads, which can lead to inconsistent display of hyperlinks and truncated email content.

1. Enable and use the Timeline facet for reviewing ticket email content:
2. Go to Administrator work center > Service and Social > Ticket Configuration.
3. Set the option "Enable Timeline" to Yes.
4. Review emails in the Timeline facet, where inline images, hyperlinks, and forwarded threads render correctly.

refer to: Note 3298676 - Hyperlinked content within the body of an e-mail does not work in Ticket Interaction

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SAP Cloud for Customer add-ins all versions ; SAP Cloud for Customer core applications all versions