3769872 - Email Signature Is Inserted at Current Cursor Position in Email Quick Create - Service Cloud V2

• When creating an email from a task, the email subject is inserted into the email body below the signature when using one specific email template.
• The issue does not occur when using another email template.
• The problem affects the positioning of the email subject in the email body.
• No error messages are displayed.
• Examples include:
  • The email signature appearing above the email template content.
  • The email signature appearing below the email template content.
  • Different behavior when different email templates are automatically applied.

• SAP Service Cloud Version 2 1.0
• SAP Sales Cloud Version 2 1.0

1. Navigate to a Task.
2. Select Email to open Email Quick Create.
3. An email template is automatically applied.
4. Insert or select an email signature.
5. The signature may appear above or below the template content depending on the editor's current cursor position.
   
   Users may report that one template places the signature correctly while another template does not, even though the same steps are performed. 

• This behavior is expected and occurs by design.
• The Email Quick Create editor uses the Kendo Editor component. Within the Kendo Editor, content such as email signatures is inserted at the current cursor (caret) position.
• When an email is opened with a template already applied, the initial cursor position may vary depending on:
  • The HTML structure and content of the email template.
  • How the editor initializes the content.
  • Focus and cursor placement behavior of the Kendo Editor.
• As a result, the signature may be inserted above or below the existing template content depending on where the cursor is positioned when the signature is added.
• The application does not enforce a fixed insertion point for email signatures.

• To ensure that the email signature is inserted in the desired location:
  1. Open the Email Quick Create screen.
  2. Before inserting or selecting the email signature, place the cursor manually at the desired location within the email body.
  3. Insert or select the email signature.
• The signature will be inserted at the active cursor position maintained by the Kendo Editor.
• Additional Information:
  • The email editor used in Email Quick Create is based on the Kendo Editor component, which inserts content at the current caret location. Therefore, signature placement is dependent on cursor position and may vary based on the loaded email template and editor focus state.
  • Different email templates can influence the initial cursor position because of differences in their content and HTML structure. Consequently, users may experience different signature placement behavior across templates.
  • This is standard editor behavior and not a product defect.

email subject below signature, subject inserted into body, email template, task email, agent desktop, cursor position, signature placement, by design, compose email, template cursor, subject copied, email body positioning, service cloud v2 email, email compose behavior, template behavior, 

• Email Quick Create
• Email Signature
• Kendo Editor
• Signature Placement
• Email Template
• Cursor Position
• Caret Position
• Task Email
• Rich Text Editor
• Email Composer

, KBA , CEC-CRM-EML , Emails for SAP Sales/Service Cloud , Problem

SAP Service Cloud Version 2 all versions