3802410 - Email From Groupware Has No Format In Timeline's Preview

Symptom

When creating a ticket using the SAP Outlook Add-in, the system removes email formatting, making the content difficult to read and understand.

Environment

SAP Cloud for Customer

Reproducing the Issue

Sync an email to the system.
Check ticket interactions.

Cause

Outlook uses proprietary formatting (Word-based HTML) that SAP Service Cloud does not fully support. The sanitization process in the timeline UI removes unsupported HTML structures, causing formatting issues.

Resolution

This issue resolution is being analyzed by the development team.

Nevertheless, C4C has an alternative to the Timeline View — the List View — where the email is displayed correctly. It is worth pointing out that when working specifically in HTML, which is the default for all Outlook Desktop, this problem does not occur at all.

Keywords

Create; ticket; Outlook; Add-in; email; format; block; text; content. , KBA , LOD-CRM-GW-SCC , Invisible CRM - Smart Cloud Connect Solution , How To

Product

SAP Cloud for Customer core applications 2608