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Office 365: The Email Content (Task Description) Synced From Outlook Is Not Formatted (Doc ID 2704126.1)

Last updated on JULY 13, 2021

Applies to:

Oracle Fusion CX Sales Cloud Service - Version 11.13.20.04.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.20.04.0 version, Activity Management

The email content coming from Outlook is not formatted

The integration form Outlook to Cloud is working well, but when customer attaches a mail from outlook, the content that appear in the "Description" of the activity thus created is not formatted.

Also, the Task created is automatically going to "Completed" status, while customer wants it in "Open" Status.

ERROR
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Task created is automatically going to " Completed" status, while we want it in "Open" Status.

When user is sharing an email from O365, the content in the task's description is not respecting the email format, but in the attachment, the format is respected.

STEPS
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The issue can be reproduced at will with the following steps:
1. Customer is using the Outlook with Engagement Cloud add-in (Sales Cloud for Office 365) and is sharing the Email with other users in Sales Cloud.

2. SUI > Navigator > Contacts > Find the recipient that got the shared email > click on the found contact > Activities > the Description (the body of the shared email) is not respecting the break lines and the spaces like in the outlook email and the status is set automatically to Completed. If the user is accessing the attachment in the task, the format is respected in the html file.

3. If the user is creating an appointment from Engagement Cloud add-in > in Description field user copied and pasted manually the text from email > Save > in Sales Cloud appointment, the description content is respecting the breaks and the spaces like in the email format.

BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, users cannot use the email share feature in production as the descriptive field is not respecting the format in task activity.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
References


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