Formatting an email in Outlook

When a user files an email in Microsoft Outlook and then opens the email in Sage CRM, the email body may contain incorrect formatting such as extra paragraphs, lines, and spaces.

This issue is caused by the default settings in the CKEditor configuration file. As a result, CKEditor overrides the original Outlook formatting and extra paragraphs, lines, and spaces may appear in filed emails.

CKEditor is a third-party component used by Sage CRM to process emails. For more information about the CKEditor configuration file, go to http://docs.ckeditor.com/#!/guide/dev_configuration.

To fix this issue, edit the CKEditor configuration file on your Sage CRM server:

1. Locate the Config.js file.
   Below is the default location of the file:
   %ProgramFiles(x86)%\Sage\CRM\CRM\WWWRoot\ckeditor
2. Open Config.js in a text editor such as Notepad.
3. To prevent the insertion of extra paragraphs, add the following code immediately above the line config.toolbar = "Full";:
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   config.autoParagraph = false;

4. To prevent the insertion of extra spaces and disable default CKEditor styling, append the following code to the file:

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   config.allowedContent = 
       {
           $1:
               {
                   elements: CKEDITOR.dtd,
                   attributes: true,
                   styles: true,
                   classes: true
               }
           };
   
   config.contentsCss=[];

5. Save your changes and close the file. As a result, the Config.js file should look as shown in Sample Config.js file.
6. Open IIS Manager and restart the Sage CRM web site.