3755962 - Format is Collapsed on Email Template When Using a Placeholder

When using a placeholder in an email template, the value generated by the placeholder does not retain its original formatting. The format appears collapsed or stripped in the rendered output.

SAP Sales Cloud and SAP Service Cloud Version 2

1. Click the user menu
2. Select the System Settings
3. Search for Templates in the Emails
4. Create an Email template with a placeholder (e.g. To display a note in a case)
5. Go to the Case worklist
6. Open a case
7. Create an e-mail with the template

Result: The format is collapsed. For example, a note is maintained with bullet points like below. On the email, it appears without bullet points and inline: "Bullet Points Bullet Point 1 Bullet Point 2 Bullet Point 3".

Bullet Points

• Bullet Point 1
• Bullet Point 2
• Bullet Point 3

The email template processes placeholder values as plain text by default. As a result, any formatting present in the original value is not interpreted or rendered correctly.

This is the standard behavior of the system. If the feature/functionality is required, please refer to KBA 3498271 - New Customer Request for Additional Feature or Function in SAP standard software.

*If you use <pre> tag for the placeholder (e.g. <pre>{{variable}}</pre>), it displays as it is written however bullet points, numbered list are still not displayed.

KBA 3498271 - New Customer Request for Additional Feature or Function in SAP standard software

email template, email template, placeholder, place holder, formatting, rich text, plain text, template , KBA , CEC-CRM-TMP , Templates for SAP Sales/Service Cloud , Problem

SAP Sales Cloud and SAP Service Cloud Version 2 all versions