25416600 Font Definition Suppression Does Not Work In Reply Emails,displays Font Definition Of Email (Doc ID 2282513.1)

Last updated on JULY 05, 2017

Applies to:

Oracle Email Center - Version 12.2.5 and later
Information in this document applies to any platform.

Symptoms

On : 12.2.5 version, Message Component

ACTUAL BEHAVIOR
---------------
When agent replies to an inbound email and uses the Rich text editor, the font definition information is displayed and sent as unformatted text to the recipient.

This is a continuation of SR SR 3-13748674811 that addresses the issue with the email response sent using the Plain text editor

EXPECTED BEHAVIOR
-----------------------
Expect to see the actual font with format.

STEPS
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The issue can be reproduced at will with the following steps:
1. Customer sends email to Email Center
2. Reply to inbound email from Email Center using Rich Text Editor
The email message doesn't contain the font definition
3. The email message received has the Font Definition displayed as unformatted text

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, customers will receive an incorrectly formatted email from Email Center.

Cause

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