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Environment:
Message Templates Oracle B2C Service
Issue:
We have configured the Incident Print message template and setup a specific font and text size for thread entries, but found that these are not always applied.
Resolution:
The Message Templates editor allows you to change the font and text size for all the threads an incident might have, as shown in the picture below. (click image to enlarge view)
However, this can be overwritten if... (click either image to enlarge view)
This is because the font and text size set via the message templates applies to the <p> element in which all the threads of an incident will be displayed. However, the two methods mentioned above apply styling to the <span> element within that <p>.
Because the <span> element is contained in this <p> element, the lowest-level styling will be the one that will take priority.