When a case is created using Inbound Case Capture, the created case is blank but looking at the original email, it contains information.
This happens when the originating email is a multi-part email. To illustrate, below is an example of a multi-part email based on a sample header:
<HEADERS>
To, From...
Content-Type: multipart/alternative; --indicates that there will be more versions of the text
boundary
<MESSAGE PARTS>:
-
Content-Type: text/plain;
Content-Transfer-Encoding: 7bit
<place for the text message: here EMPTY>
-
Content-Type: text/html; charset=UTF-8
Content-Transfer-Encoding: 7bit
<HTML formatted message>
-
For a multi-part email, NetSuite picks up the plain text part of the message. Some email programs have the plain text part blank therefore creating a blank case.
Enhancement 251209 requests for the feature to pick up the formatted part in the absence of the plain text part in a multi-part email.
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