ERMS inbound email displays Html tags at case note and error at opening case note for Email with big contents (Doc ID 1569501.1)

Last updated on APRIL 04, 2016

Applies to:

PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.1 and later
Information in this document applies to any platform.

Symptoms

Issue 1)

ERMS Inbound email received at 'Search Inbound Email' and at 'Case Note' html tags display if email send in html form from outlook.


REPLICATION STEPS
=================
i) Send first email with HTML format with attachments (word document and image ‘oracle logo’)
ii) At Main Menu > correspondence > Search Inbound Email it will show two attachment that is good Scroll down more it will  show html tags
iii) Now open the case that got created and go to Notes tab, It will display as Plain text not showing as html. Scroll down more to see html tags


Issue 2)

Customer is sending big email without any attachment for which case is getting created and when click on the case notes it throws below error message.

Notes added for "Case Note Summary" is too long for the database being used. (18065,10308)
Edit the notes entered and shorten the length



Cause

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