View as HTML feature for emails on cases is removing <br> tags resulting in hard to read emails.
Trailblazer Community

Known Issues · Fixed

View as HTML feature for emails on cases is removing <br> tags resulting in hard to read emails.

Activities , Winter 13

Last updated 2022-02-10 ·Reference W-1443136 ·Reported By 14 users

Fixed - Spring '14

Summary
When using the view HTML version link on a sent or received email on a case you may notice that the text of the email is in a giant block and is hard to read.

Repro
Send any custom HTML email to or from a case that includes a <br> HTML tag and then view the HTML version of that email.

This occurs with templates created through the Salesforce editor as well when a merge field such as {!EmailMessage.TextBody} is used in a reply to an inbound email.

Workaround
If you're using custom HTML templates you can uppercase the <br> tags to look like <BR>. This will prevent them from being stripped out for the time being.

For HTML with letterhead there is no current workaround.

Reported By (14)

Kevin Stafford Peg White Ian Sidle Brett Matthews Nicolas Devillierre Ten IT Tracy Safa Brigid Greenway KGC Brian McClintic Bryant Taylor Stephen Trembath, Jr. Brian Roff Stanley Su

Is it Fixed?

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