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Support Article

Email response sends HTML tags

SA-82420

Summary



After creating a work object, the application sends the automated Case creation email with HTML tags as a response.


Error Messages



Not Applicable


Steps to Reproduce



Send an email to the emailbox where the Listener searches for an inbound email.


Root Cause



The Service email was  configured incorrectly.


Resolution



Perform the following local-change to send the email as an HTML:

In the Service Email, make the following change:

- Under Request:

Navigate to Message data > Email body. Set Handle HTML content as 'Inline - prefer HTML'.

- Under Response:
  1. Set Message Type to HTML
  2. Navigate to Message contents > Message data. Set 'Map from' to 'Correspondence'.
In the Correspondence referenced above:

Set the properties Format to 'RichTextDisplay'
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Published December 2, 2021

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