HTML tags in Description

💬 General Discussion
1

When an email gets received by SuiteCRM and a case gets created in the description field it has

test


This is from a clean install of SutieCRM 8.9.1

2

Raise an issue on the GitHub

3

Thank you I went ahead and filled out the form and got a bug opened for it

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Hi @robbiesahn
We attempted to reproduce the issue you reported in SuiteCRM 8.9.1 regarding the Case Description field showing only the text “test” when an email is converted into a case. However, in our testing environment the functionality is working correctly.

Below are the exact steps we followed:

Steps We Performed to Reproduce the Issue

  1. Downloaded and installed a clean instance of SuiteCRM 8.9.1
  2. Created a New Group Inbound Email Account, enabling:
  • Import Emails Automatically
  • Create Case from Email
  1. Added the SuiteCRM scheduler entry to the server’s crontab and activated the Check Inbound Mailboxes scheduler.
  2. Sent a new email to the Group Account inbox.
  3. Verified that:
  • The scheduler fetched the email successfully
  • A case was created
  • The Case Description correctly contained the email body
  1. Additionally, we imported an email manually from the Emails module and created a case — and the description was still correct.

Since we were not able to reproduce the issue, we need a bit more information from your side to help diagnose it.

To help us investigate further, could you please confirm the following:

Environment & Configuration

  1. Did you follow the same steps listed above when setting up the inbound email account?
  2. Were Import Emails Automatically and Create Case from Email selected during setup?
  3. After creating the inbound mailbox, did you clear the Symfony cache (or manually delete the cache/ folder)?

Server Details

  1. What PHP version is running your cron job?
    (Important: UI may run PHP 8.x while cron may still run PHP 7.x, which can cause parsing issues.)
  2. What Operating System and version is your server running?
    (e.g., Ubuntu 22.04, CentOS 7, Amazon Linux, etc.)

Email Details

  1. Was the incoming email sent as Plain Text or HTML?
  2. Which email client was used to send it?
    (Gmail web, Outlook desktop, Apple Mail, mobile client, etc.)
  3. Did the email contain:

  • a signature block,

  • quoted reply history,

  • or embedded images (logos)?

Sometimes the HTML-cleaning function strips complex HTML and replaces it with placeholders — which is why this detail is important.

Behavior Pattern

  1. Does the issue happen for every email, or just certain senders or email types?

Summary

The email-to-case process is working as expected in a clean SuiteCRM 8.9.1 installation. With the details above, we’ll be able to determine whether the issue is related to:

  • configuration differences,

  • server environment,

  • email formatting, or

  • a specific edge-case in SuiteCRM’s HTML parsing.

Once we have your answers, we can continue troubleshooting.

Thanks, and looking forward to your response.

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