Line break look different in sys_email record and worknotes/additional comments via inbound actions - Known Error

Line break look different in sys_email record and worknotes/additional comments via inbound actions Description When processing via Inbound actions the received email where SN seems shows some line breaks not visible in the email preview nor the XML version of the field.

That could affect at some level the readability for longer comments.

Steps to Reproduce

- Import the attached sys_email record to the corresponding table (sys_email) or any email with invisible characters - Reprocess the message - You will see differences between the sys_email record and the activity log area of the target record the sys_email:

sys_email: Hi User, That is correct. Typically when all binds are down consuming of messages stops immediately. In a case where binds are not properly down, but in a ghost state the.

Target record (created via Create Incident inbound action): Hi User,

That is correct.

Typically when all binds are down consuming of messages stops immediately. In a case where binds are not properly down, but in a ghost state the.

The difference is that the characters are only visible after processing the inbound action but not at simple view in the sys_email record.

Workaround Removing the invisible characters inserted in the middle of paragraphs by the third-party email client should sort the issue out. Additionally, the issue is still under investigation. Please keep subscribed to this KB for further updates.