CRM: HTML File Causes HTML Tags To Be Shown In Sent Correspondence Or Outbound Emails

(Doc ID 1490832.1)

Last updated on JULY 07, 2017

Applies to:

PeopleSoft Enterprise CRM Support - Version 9.1 to 9.1 [Release 9]
Information in this document applies to any platform.


On : CRM 9.1 version, ERMS

1. The Import HTML button function on the Update/Replace HTML Template of the Template causes the HTML tags to be shown in the template when sent out of CRM. A copy and paste of the same layout from a browser window into a template does not cause the same issue.

The issue can be reproduced at will with the following steps:

  1. Navigate to Set UP CRM > Common Definitions > Correspondence > Template
  2. On the Template search page, click on Add a New Value
  3. Add the template name and language code is English. Click on Add
  4. Fill in information needed and click on Create a HTML Template
  5. Fill in information needed and click on Import HTML
  6. Add the HTML file attached to this SR
  7. An amount of white space at the top of the template is inserted as well
  8. Click OK on the Create HTML Template page
  9. Save the changes. No terms are used in the template
  10. Add this template to a package
  11. Send this template to an email
  12. Notice that the HTML tags are visible in the email received.

2. CRM Outbound email notification from case contains HTML tag errors. A case is created in CRM from an email.  Outbound notifications which use a template are sent out via AAF policy.  The recipient reports that the email message contains HTML tag errors.

The issue can be reproduced at will with the following steps:

  1. Send an email to CRM worklist 
  2. Create case from it
  3. Use a template so AAF policy sends notification to client.


Due to this issue, users cannot have a clear text in the template received.


Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms