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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Case form Description ...
Service | Customer Service, Contact Center, Fie...
Answered

Case form Description Field while pasting some forwarded email from outlook it removes some line. it is because of less-than and greater-than symbols

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Posted on by Community Member Microsoft Employee

While creating or updating the Case Description field from the forwarded email copied from outlook, it removes the Sent, To and Subject line of the email body, which are important information to have in the case description. 

E.g. try to paste the below lines of Courier fonts in the Description field of the case and hit save. 

From: My email <my@email.com>
Sent: 15 December 2020 12:06 AM
To: Your email <your@email.com>
Subject: Subject of the email

Hi  Jatin Chhantbar,

Before Save:

pastedimage1608010985501v1.png

After Save

pastedimage1608011057802v2.png

See the lines starting with Sent, To and Subject are not visible

Any solution we can see what is pasted after save?

However, if we remove all the angle braces (Less-than and Greater-than symbols) manually, and then save it will have everything as it is. 

  • Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Case form Description Field while pasting some forwarded email from outlook it removes some line. it is because of less-than and greater-than symbols

    The problem is in the Plugin, it has a code that is doing HtmlEncode, I need to rectify that plugin, thanks for your response.

  • Verified answer
    Community Member Profile Picture
    Community Member Microsoft Employee on at
    RE: Case form Description Field while pasting some forwarded email from outlook it removes some line. it is because of less-than and greater-than symbols

    Hi Partner,

    I have tested it in my environment, I have not been in the same problem as you.

    After Saving it, it doesn’t change.

     pastedimage1608019781018v1.png

    Maybe you can check any workflow/flow or js in the case form to change description field.

    Or you can cacle rich text editor control in the description field to test again.

    Regards,

    Leah Ju

    Please mark as verified if the answer is helpful. Welcome to join hot discussions in Dynamics 365 Forums.

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