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Support Article

Rich Text Editor does not retain the email body format



When the email is attached to the case, and displayed in a Rich Text Editor (RTE) control all formatting from the email is removed and appears as plain text.

Error Messages

Not Applicable.

Steps to Reproduce

1. Create an Outlook email with any custom format.
2. Send to email listener to create a case.

Root Cause

A defect in Pegasystems’ code or rules. The Email listener configuration was set to handle plain text so it did not pick up the email format.


Perform the following local-change:

1. In the Email listener, the Message format was set to "Text".
2. In the Service Email rule, the HTML handle was changed to "Inline-prefer HTML".
Suggest Edit

Published July 2, 2016 - Updated October 8, 2020

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