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Email signature adds an extra line when adding a response to the incident thread
Answer ID 10229   |   Last Review Date 07/30/2019

Why does the email signature add an extra line break when adding a response to the incident thread?

Environment:

Outgoing email, Staff Account Signatures
All Oracle B2C Service versions newer than August 2016

Issue:

Email signature adds an extra line when adding a response to the incident thread.

Resolution:

Beginning with August 2016, in the new versions of Oracle B2C Service, an extra blank line is being added above the signature text, as a standard behavior. This was introduced in order to save the agent from hitting the "Enter" key for an extra time.  Therefore, the email signature from the account details should not be used for other purposes different from a signature, like a standard response to an incident thread. 

In case you would like to create a standard response for an agent, the standard text functionality of the product would be more appropriate. Please refer to the Answer ID 483: Creating standard responses for incidents and chat requests.

Additionally, you could also create a workspace rule to add the standard text to the thread without the agent's intervention. Answer ID 4013: Adding standard text via workspace rules.

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