Use Rich Text in E-mails
The E-mail and Event Monitor (EEM) and Outlook Integration Manager automatically import Rich Text from e-mails into Rich Text-enabled Fields in CSM Business Objects. For example, an e-mail monitor configured to create Incident records from incoming e-mails can populate Incident Description fields with rich content (example: Embedded screenshots, etc.) contained in the e-mails.
To ensure that Business Object Fields are populated with rich content from e-mails:
- Configure Rich Text settings for the E-mail and Event Monitor to ensure that images contained in e-mails are preserved and attached to Business Objects (no special configuration is required for the Outlook Integration Manager to use Rich Text).
- Enable Rich Text on the Business Object Fields that the body of the e-mail is configured to be moved into.
- Verify that the Rich Text Fields in Business Objects (example: Incidents) created by the EEM or Outlook Integration Manager are properly formatted after import.
- If rich content is imported into a plain text Field, ensure that the Rich Text is properly converted to plain text.
When you send e-mails from the Desktop Client, Browser Client, or Portal, you have the option to send them in either Rich Text or plain text format.