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Support Article

Incoming email is displayed without any specific format



User is having Email listener which listens to an Users Inbox and creates interaction. Upon opening the interaction from application, user can view the email content received, in a Rich text Editor. User Mail Box is configured in Lotus Notes Server.

Some of the incoming emails, with content type other than HTML, do not have correct formatting in the content. When displaying the same content in a Rich text Editor, total email content is shown without any specific format. But if we view the same in Lotus notes, the alignment is available.

Error Messages

Not Applicable

Steps to Reproduce

1. Send an email with anattachment or forward an email which is received from a different email server, the content type should be multipart/alternative or if it contains attachment then it should be multipart/mixed.
2. Observe the display of content in a Rich text Editor.

Root Cause

The root cause of this problem is in a third-party product. RTE is unable to recognize various unsupported fonts styles. The incoming email's format is missing only for few content-types like multipart-mixed and multipart-related.


The content-type of the header can be tracked but it is difficult to retrieve the content-type of the email body. Scan the whole email body, find the HTML tags and if there are no HTML tags then the body is enclosed in <pre> tags assuming to get the format styles.

Add a Java step with the below code, in an activity to process the email body content, just before viewing it.

String contentType = tools.getProperty(".pyInboundEmail.ContactId").getStringValue().toLowerCase();
String inputStr= tools.getProperty(".pyInboundEmail.pyBody").getStringValue();
boolean IsPlain = false;
if(contentType.contains("ms-tnef") || contentType.contains("plain"))
 IsPlain = true;
 String ContentTypeArr[] = DistinctContentType.split(",");
 for(int i=0;i<ContentTypeArr.length;i++)
     boolean HasHTMLAttribute= false;
     String HTMLAttributeArr[] = HTMLTags.split(",");
     for(int j=0;j<HTMLAttributeArr.length;j++)
       HasHTMLAttribute= true;
inputStr = inputStr.replace("<","<");
inputStr = inputStr.replace(">",">");
String formatedStr = "<pre><font size=2 face='sans-serif'>" +
inputStr + "</font></pre>";
Is valid HTML tags dynamic system setting has all possible html tags

Suggest Edit

Published June 12, 2015 - Updated October 8, 2020

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