E-CRM: When Using Greeting Template and Sending Email from a Case, HTML Tags are Shown In Email Message Details
(Doc ID 2915751.1)
Last updated on DECEMBER 16, 2022
Applies to:PeopleSoft Enterprise CRM HelpDesk for HR - Version 9.2 to 9.2 [Release 9]
Information in this document applies to any platform.
When having greeting template configured with the delivered EmailGreeting template, when sending email notification from a Case or emailing a Case Note, HTML tags are shown in Message Details.
The issue can be reproduced at will with the following steps:
1. Navigate to Set Up CRM > Product Related > Multichannel Definitions > System Installation 2. Set Up Greeting Template using the delivered template "EmailGreeting"
2. Navigate to Help Desk, Search Case, open a Case
In the Case page, select the Notification button at the top of the page, html tags are shown in the Message details
In the Case page, go to Notes tab, select a note and click on the Email button, html tags are shown in the Message details
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