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Case Solution Email Has the Html Tags on the Outbound Mail (Doc ID 2071352.1)

Last updated on JULY 21, 2020

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9.2 and later
Information in this document applies to any platform.


HTML tags appear on outbound email when emailing a solution

How the issue is reproduced:
1) Support > Search Cases
2) Open an existing case under BU = Appliances
3) Go to SOLUTIONS tab
4) Search for "Refridgerator" and search.   If not results come up, just go to the "FAQ" subtab and choose any solution.
5) Select ATTEMPT button....after selecting a solution
6) Select save the case.
7) Scroll to the the solution...and select EMAIL button.
The user is brought to the Outbound Notification page and the solution contains HTML tags.  This is the reported issue.



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