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Record Creation and Update Rules (ARCs) & Embedded Inline Images

Posted on by 2
Is there a system setting or other way to manage incoming email attachments with the Record Creation and Update Rule (ARC) process?

We have a situation in our Production environment with all Record Creation and Update Rules. When an incoming email is received and a Record Creation and Update Rule is run, the system is stripping off all email attachments - both inline embedded screenshots and true attachments - and creating Notes for each file. When the Case is created from the ARC, the source email and all Notes are then linked to the Case.  When you open the source email, inline images are now replaced with broken links.

Example of behavior:
  1. Customer sends an email to a Queue monitored by a Record Creation and Update Rule (ARC):
  1.  ARC Rule takes over and
    • Creates Case from incoming Email
    • Autoreplies to Customer
    • Strips both inline attachments from incoming email and creates a Note for each
    • Attaches all to the Case in the Timeline
When you open the original incoming email, the embedded inline images are missing:

What we would rather happen is to leave all embedded screenshots alone and intact in the source email and only strip off and create Notes for true attachments on the email.
Is this possible?

  • Suggested answer
    Mayank P Profile Picture
    Mayank P 23 on at
    Record Creation and Update Rules (ARCs) & Embedded Inline Images

    The issue looks like to be with the email RTE (Rich Text Editor) your "email" entity is using. You can try this:
    1. Create a JS web resource in your environment using the code snippet below:
      "defaultSupportedProps": {
        "advancedContent": true,
        "contextmenuadditionslist": [{"name": "nativeContextMenuHint", "label": "To check spelling, open<br>native menu (Ctrl+right-click)."}],
        "dialog_backgroundCoverColor": "black",
        "disableNativeSpellChecker": false,
        "enterMode": 3,
        "extraPlugins": "computedfont,contextmenuadditions,emailrestoreinlineimages,superimage,copyformatting,tableselection,tabletools,tableresize,autolink,quicktable,blockquote,collapser,stickystyles,pastefromword",
        "height": "600px",
        "toolbarLocation": "top",
        "fillEmptyBlocks": true,
        "font_defaultLabel": "Calibri",
        "font_names": "Angsana New/'Angsana New', 'Leelawadee UI', Sathu, serif;Arial/Arial, Helvetica, sans-serif;Arial Black/'Arial Black', Arial, sans-serif;Calibri Light/'Calibri Light', 'Helvetica Light', sans-serif;Calibri/Calibri, Helvetica, sans-serif;Cambria/Cambria, Georgia, serif;Candara/Candara, Optima, sans-serif;Century Gothic/'Century Gothic', sans-serif;Comic Sans MS/'Comic Sans MS';Consolas/Consolas, Courier, monospace;Constantia/Constantia, 'Hoefler Text', serif;Corbel/Corbel, Skia, sans-serif;Cordia New/'Cordia New', 'Leelawadee UI', Silom, sans-serif;Courier New/'Courier New';DaunPenh/DaunPenh, 'Leelawadee UI', 'Khmer MN', sans-serif;Franklin Gothic Book/'Franklin Gothic Book', 'Avenir Next Condensed', sans-serif;Franklin Gothic Demi/'Franklin Gothic Demi', 'Avenir Next Condensed Demi Bold', sans-serif;Franklin Gothic Medium/'Franklin Gothic Medium', 'Avenir Next Condensed Medium', sans-serif;Garamond/Garamond, Georgia, serif;Gautami/Gautami, 'Nirmala UI', 'Telugu MN', sans-serif;Georgia/Georgia, serif;Impact/Impact, Charcoal, sans-serif;Iskoola Pota/'Iskoola Pota', 'Nirmala UI', 'Sinhala MN', sans-serif;Kalinga/Kalinga, 'Nirmala UI', 'Oriya MN', sans-serif;Kartika/Kartika, 'Nirmala UI', 'Malayalam MN', sans-serif;Latha/Latha, 'Nirmala UI', 'Tamil MN', sans-serif;Leelawadee UI/'Leelawadee UI', Thonburi, sans-serif;Lucida Console/'Lucida Console', Monaco, monospace;Lucida Handwriting/'Lucida Handwriting', 'Apple Chancery', cursive;Lucida Sans Unicode/'Lucida Sans Unicode';Mangal/Mangal, 'Nirmala UI', 'Devanagari Sangam MN', sans-serif;Nirmala UI/'Nirmala UI', sans-serif;Nyala/Nyala, Kefa, sans-serif;Palatino Linotype/'Palatino Linotype', 'Book Antiqua', Palatino, serif;Raavi/Raavi, 'Nirmala UI', 'Gurmukhi MN', sans-serif;Segoe UI/'Segoe UI', 'Helvetica Neue', sans-serif;Shruti/Shruti, 'Nirmala UI', 'Gujarati Sangam MN', sans-serif;Sitka Heading/'Sitka Heading', Cochin, serif;Sitka Text/'Sitka Text', Cochin, serif;Sylfaen/Sylfaen, Mshtakan, Menlo, serif;TW Cen MT/'TW Cen MT', 'Century Gothic', sans-serif;Tahoma/Tahoma, Geneva, sans-serif;Times New Roman/'Times New Roman', Times, serif;Times/Times, 'Times New Roman', serif;Trebuchet MS/'Trebuchet MS';Tunga/Tunga, 'Nirmala UI', 'Kannada MN', sans-serif;Verdana/Verdana, Geneva, sans-serif;Vrinda/Vrinda, 'Nirmala UI', 'Bangla MN', sans-serif;メイリオ/Meiryo, メイリオ, 'Hiragino Sans', sans-serif;仿宋/FangSong, 仿宋, STFangsong, serif;微軟正黑體/'Microsoft JhengHei', 微軟正黑體, 'Apple LiGothic', sans-serif;微软雅黑/'Microsoft YaHei', 微软雅黑, STHeiti, sans-serif;新宋体/NSimSun, 新宋体, SimSun, 宋体, SimSun-ExtB, 宋体-ExtB, STSong, serif;新細明體/PMingLiU, 新細明體, PMingLiU-ExtB, 新細明體-ExtB, 'Apple LiSung', serif;楷体/KaiTi, 楷体, STKaiti, serif;標楷體/DFKai-SB, 標楷體, BiauKai, serif;游ゴシック/'Yu Gothic', 游ゴシック, YuGothic, sans-serif;游明朝/'Yu Mincho', 游明朝, YuMincho, serif;隶书/SimLi, 隶书, 'Baoli SC', serif;黑体/SimHei, 黑体, STHeiti, sans-serif;굴림/Gulim, 굴림, 'Nanum Gothic', sans-serif;궁서/Gungsuh, 궁서, GungSeo, serif;돋움/Dotum, 돋움, AppleGothic, sans-serif;맑은 ê³ ë”•/'Malgun Gothic', '맑은 ê³ ë”•', AppleGothic, sans-serif;바탕/Batang, 바탕, AppleMyungjo, serif;바탕체/BatangChe, 바탕체, AppleMyungjo, serif;ï¼­ï¼³ Pゴシック/'MS PGothic', 'ï¼­ï¼³ Pゴシック', 'MS Gothic', 'ï¼­ï¼³ ゴシック', 'Hiragino Kaku Gothic ProN', sans-serif;ï¼­ï¼³ P明朝/'MS PMincho', 'ï¼­ï¼³ P明朝', 'MS Mincho', 'ï¼­ï¼³ 明朝', 'Hiragino Mincho ProN', serif",
        "fontSize_defaultLabel": "11",
        "fontSize_sizes": "8/8pt;9/9pt;10/10pt;11/11pt;12/12pt;14/14pt;16/16pt;18/18pt;20/20pt;22/22pt;24/24pt;26/26pt;28/28pt;36/36pt;48/48pt;72/72pt;",
        "copyFormatting_allowRules": true,
        "qtStyle": { "border-collapse": "collapse", "font-size": "9pt" },
        "qtCellBorderStyle": "solid",
        "qtCellBorderWidth": "1px",
        "qtCellSpacing": "0",
        "qtCellPadding": "1",
        "qtCellWith": "120px",
        "qtCellBorderColor": "rgb(171, 171, 171)",
        "pasteFilter": null,
        "removePlugins": "autogrow,elementspath,image",
        "skin": "superowa",
        "stickyStyle": { "font-size": "11pt", "font-family": "'Calibri','Helvetica Neue',sans-serif" },
        "toolbar":[{ "items": ["CopyFormatting", "Font", "FontSize", "Bold", "Italic", "Underline", "BGColor", "TextColor", "BulletedList", "NumberedList", "Outdent", "Indent", "Blockquote", "JustifyLeft", "JustifyCenter", "JustifyRight", "Link", "Unlink", "Superscript", "Subscript", "Strike", "Image", "BidiLtr", "BidiRtl", "Undo", "Redo", "RemoveFormat", "Table", "A11yshortcuts", "UserPersonalization"]}]
      "disableImages": false,
      "disableDefaultImageProcessing" : true,
      "allowSameOriginSandbox": true,
      "showFullScreenExpander": true,
      "readmodeCustomHandler": "WebResources/Activities/SystemLibraries/msdyn_EmailReadModeCustomHandler.js",
      "sanitizerWhitelist": {
        "attributes": [
      "externalPlugins": [
          "name": "emailrestoreinlineimages",
          "path": "/WebResources/Activities/SystemLibraries/msdyn_RTEemailrestoreinlineimagesplugin.js"

    2. Open your email entity and then main form.
    3. Change the static value of the RTE to the web resource you just created. 

    4. Save and Publish the changes. 
    Additionally, you can play with the JS script to have default font - size, style etc and also do other customisation:
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me .
    Best Regards,
  • Suggested answer
    Dengliang Li Profile Picture
    Dengliang Li Microsoft Employee on at
    Record Creation and Update Rules (ARCs) & Embedded Inline Images

    You can implement this with the following flow.
    Filter the specific incoming email.
    Lists the attachments of the email.


    Create notes for attachments.
    Deletes attachments in the email.
    If my answer was helpful, please click Like, and if it solved your problem, please mark it as verified to help other community members find more.
    If you have further questions, please feel free to contact me .

    Best Regards,
    Dengliang Li

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