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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / In our mailbox queue w...
Service | Customer Service, Contact Center, Fie...
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In our mailbox queue we were able to see the body of the email when using the field Description(Object), since last weekend we only see html code

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Posted on by Domi Walker 105

For helpdesk agents working in the queue of the received emails, it was very user-friendly to see a part of the body of the email in the view.

Since last weekend the Description field shows html code and no longer simple text.

Strangest thing is that it does still work in the old Internet Explorer. Both Microsoft Edge and Google Chrome show html code instead of the body.

This is what the field Description (Object) looks like in Edge

Queue-Items-_2D00_-Edge.png

This is what the field Description (Object) looks like in Internet Explorer

Queue-Items-_2D00_-Internet-Explorer.png

  • Domi Walker Profile Picture
    Domi Walker 105 on at
    RE: In our mailbox queue we were able to see the body of the email when using the field Description(Object), since last weekend we only see html code

    Leah Ju,

    Sorry it took so long, but I finally got the admin to try out what you suggested. Unfortunately it didn't work. We are going to have to log a ticket with Microsoft.

    Still, many thanks for the suggestion.

    Regards,

    Dominique

  • Domi Walker Profile Picture
    Domi Walker 105 on at
    RE: In our mailbox queue we were able to see the body of the email when using the field Description(Object), since last weekend we only see html code

    Thanks for the suggestion, I'll have to ask the administrator. I don't have the permissions. But I will keep you informed, Leah Ju.

  • Verified answer
    Community Member Profile Picture
    Community Member on at
    RE: In our mailbox queue we were able to see the body of the email when using the field Description(Object), since last weekend we only see html code

    Hi Domi,

    Clicking on 'See all records' means to go back to main grid, so the queue item sub-grid has same error?

    pastedimage1636446779713v2.png

    Or you can try to change grid with 'Power Apps Grid' to test it,just a sudden idea, not sure if it works.

    pastedimage1636446662462v1.png

  • Domi Walker Profile Picture
    Domi Walker 105 on at
    RE: In our mailbox queue we were able to see the body of the email when using the field Description(Object), since last weekend we only see html code

    Thank you Leah Ju,

    Now even stranger, but maybe it could help to understand.

    As I was looking for a workaround I tried the following:

    I created a dashboard that contains 1 view: Queue Items, type email, status active and queue equals our mailbox. The field "Description" nicely shows the body of the email.

    BUT when I click on 'See all records', the 'Description' field is showing this again: "<html><head> <meta http-equiv="Content-Type" content..."

  • Community Member Profile Picture
    Community Member on at
    RE: In our mailbox queue we were able to see the body of the email when using the field Description(Object), since last weekend we only see html code

    Hi Domi,

    It's so strange, maybe you can try to press Ctrl+F5 to refresh or clearing the cache of browsers.

    Or you need open the ticket with Microsoft and ask for support.

    https://admin.powerplatform.microsoft.com/support

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