3770340 - Ask for feedback responses display html entities and tags when submitted via gmail

• Ask for Feedback responses display HTML codes or entities instead of rendered text in Growth Portfolio → Feedback.
• Examples include sequences like &, ',  , and visible HTML tags.
• Issue occurs when the feedback provider replies via Gmail; responses sent from other mail systems display correctly.
• No error message is shown.

SAP SuccessFactors Performance & Goals

1. Log in and navigate to Home Page → Growth Portfolio → Feedback.
2. Select “Ask for Feedback” and send a request to a feedback provider for a Gmail address.
3. The provider opens the request email in Gmail and writes a response containing multiple lines, special characters (for example &, <, >, '), and/or rich text.
4. The provider submits the response.
5. Log in as the recipient and navigate to Growth Portfolio → Feedback.
6. Open the received response and observe HTML-encoded characters or tags (for example &, ',  , HTML tags) instead of readable text.
7. Repeat using a non-Gmail (for example business) email to observe that the issue does not occur there.

Email parsing of Gmail-submitted responses does not render HTML-encoded content, causing entities and HTML tags to display as plain text. An enhancement to improve Gmail parsing is planned but no fixed date as of now.

1. Workaround: compose replies in Gmail using Plain Text Mode to minimize HTML formatting.
2. Open Gmail in a desktop browser.
3. Click Compose, or open Reply/Forward for the feedback request email.
4. In the message window, click More options (three vertical dots).
5. Select Plain text mode and confirm removing formatting if prompted.
6. Type the response and send.
   
   Note: An enhancement to improve Gmail email parsing is planned; no confirmed timeline is available.

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