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Email to Case: Inbound Email Message Missing Text Body, however displays in reply email

Knowledge Article Number 000004175


Occasionally, when viewing an Inbound Email Message that was created via Email to Case OnDemand, the Text Body field will be empty.  However, when the Reply or Reply To All button is selected, the content of the email will display in the Body field.



The behavior stems from the Email to Case setting:

Enable HTML Email

This can be found under Setup | Customize | Cases | Email-To-Case, and needs to be enabled.

The body of the content is blank when the senders' are sending only HTML emails.  Typically, incoming emails can be either strictly HTML, HTML and Text, or Text.






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