Change in Inbound Email Action Handles Email body in Description field

[Debby Shea Ande]

We have an inbound mail action that is received from a specific sender email address. The inbound mail action creates a record, with basic contents placed in various fields. Specifically, the body of the email is placed in the Description field of the record.

The body of the email is mostly made up of an html table with two columns (think name: value pairs). The inbound email action treated each row in the table as a line in the description field, which was acceptable for our needs.

Until a few days ago, when the breaks stopped appearing. Now the body of the email is one long line of name/value pairs, and a user has to manually add line breaks to the description field.

I've evaluated the HTML in the body of emails sent before and after this occurred, and nothing appears to have changed there. Also, there is nothing on our org's change calendar that would point to how email is processed.

Any thoughts on what might have occurred recently?

I've attached screenshots of the inbound actions, and the formatting changes.

[James Chun]

Hi @Debby Shea Ande,

Are you able to check the history/version of the 'Description' field and the inbound action to see if a change was applied recently?

Also, when you checked the HTML body of the email, did the recent emails have line breaks?

Cheers

[Debby Shea Ande]

Hi James, thanks for asking. Yes, before posting here, I checked the history of the Description field. I did not see any versioning issues, and I did not see any changes to the Inbound actions, they were last modified nearly two years ago. 

[Debby Shea Ande]

This morning I compared the HTML of two emails sent, before and after the issue occurred. The HTML of the table in the earlier email covers about 20 lines of HTML code, whereas the new email with the issue has the HTML code for the table on a single line, and then followed by about 19 lines of blank code.

On the front end, the browser of course renders this the same. But since our Description field is a string, it appears that the line breaks were necessary for it to render in a manner acceptable to our team.

[Sheldon Swift]

Are you able to provide each code sample? Please ensure any sensitive information is redacted.