Content that is already written in HTML is being converted into HTML again. This causes Div tags to be inserted around all new line characters.

Steps to Reproduce

  1. Create a table in a quick message that has two rows and one column.
  2. In the first row type "Thank you for replying to this email." in one line and "We will get back to you soon enough." in another line.
  3. In the second row type "Regards," in one line followed by "Name of the agent" in the another line.
  4. Open an existing Case record or create a new Case.
  5. Click the Email button in the upper right tab of the Case form.
  6. Select the quick message you just created.

Result: You will find that the rendering is wrong as '<div>' tag are incorrectly added in the email.


  1. Navigate to the sys_dictionary record for body on table: sys_email_canned_message.
  2. Update the type field to "Html Script"
    When doing a Quick Message, the message should now show up correctly


Related Problem: PRB1327655

Seen In

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Intended Fix Version

New York

Fixed In

Madrid Patch 6

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Article Information

Last Updated:2019-08-15 11:00:10