Description field Editor difference in Create new Case and Update existing Case

Hi all,

Linux/Apache 2.4.x
PHP 7.3
Suitecrm 7.11.12

When I create a new case or edit an existing case from within the Case module, the TinyMCE editor is provided to update the ‘description’ field.

If I create a Case from an inbound email in the Email module, the TinyMCE editor is replaced by a plain text editor. The user wants the Case->description field to be populated with data from a field of the parent email record. This data usually contains HTML and an ordinary text field displays those tags.

l have checked for a custom vardefs file and there is none that would cause this issue.

Any ideas?

Hey there,

Are you still having issues with this?

Could you pass over a screenshot of this issue, if possible?

I’m not 100% sure where you were creating a Case from, in the Email module
(or, were you just referring to an Inbound Support Mailbox, that cases are created from?)

7.11.12 is rather outdated at this point, so it may also be worth upgrading to the most recent version, to see if your issue has been resolved, as there has been a few fixes around Emails/Cases since 7.11.12

(Or, alternatively, checking if the issue exists on the Demo site: )