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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 JANUARY 26, 2024

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

First scenario:
In the Case page, select the Notification button at the top of the page, html tags are shown in the Message details

Second scenario:
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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