Gmail Integration - Description field of Create New Case action didn't get prefill with email body when Gmail's "Conversation View" is turned off.
Last updated 2020-01-21 ·Reference W-6974484 ·Reported By 1 users
Gmail Integration - Description field of Create New Case action didn't get prefill with email body when Gmail's "Conversation View" is turned off. This issue consistently happens only for 'Sent' folder emails.
1. Turn off "Conversation View" under Gmail settings.
2. Open any email in the Inbox folder and send a reply. (Note: Make sure to login Gmail Integration and panel is loaded before performing these steps)
3. Now open 'Sent' folder and open the last sent email. Make sure the Gmail Integration panel loaded in the sidebar.
4. On the Gmail integration panel click on "New Case" action.
Expected Result: Case 'Subject' and 'Description' fields should be prefilled from email subject and body.
Actual Result: Only case 'Subject' field prefilled from email message while 'Description' field remains blank.
A workaround would be to enable "Conversation View" in Gmail settings.
Reported By (1)
Is it Fixed?
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