ERMS Case Displays Font Related HTML Code for Notes on Print (Doc ID 2121033.1)

Last updated on MARCH 27, 2016

Applies to:

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

Symptoms

Case created from email sent via ERMS displays Font related HTML code for Case Notes thus, making notes difficult to read.
This happens when the Mail Client used to send the email has default Mail Format of HTML.


Steps to Reproduce

1. Using an Outlook client with default Mail Format set to HTML, send an  email with subject and some text on the body to ERMS Email Account of ERMS 9.1

To check Mail Format default setting, Outlook navigation is as follows:
Tools | Options -- Mail Format tab

2. Log on to ERMS env as VP1
3. Check the Inbound Email
4. Drill down on Email Id
5. Click Accept
6. Click on Create New HelpDesk Case (HR) button
7. Replace the Employee Information ¿ Anonymous Employee¿ with Worker having
the email address used to sent the email. Create a worker if it does not
exist.
8. Save the case.
9. Go to Case Notes tab

NOTICE: Note detail is displayed properly.

10. Click Print icon from Case Toolbar - Font related html code on case note appears

Cause

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