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Why are changes to my HTML email not saved in the email related list?

Knowledge Article Number 000004809
Description

When sending an email from a case and using a HTML email template the email gets stored in the Email related list on the case. However, any changes made to the email before sending are not saved, instead just the details from the HTML template itself is stored.

Resolution

This is expect functionality and will occur if the plain text field from the HTML email template has data populated. If you remove all text from the plain text field then the email will get saved with all changes in the Email related list. If the plain text field of the template has is populated then the email will get stored with the data from the plain text field.





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