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Incoming email Case Message, strips formatting

edited Jun 2, 2025 2:25PM in Ask A Guru 3 comments

Customer sends an email to the support email address to create or update a NetSuite Case. The email includes formatted information (table).


The Case is created and in Case View Mode, the Message is displayed as:

I can click the View link and see the email format as it was sent.

The support reps live in Case Edit Mode. When the Support rep is working the case their view is: (below)

They have to scroll down to see all the information and/or resize the Message field but the information is still not in a reader friendly format.

I have validated that I have my personal Preferences set to Enable Rich Text Editing.

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