Why is the format of incident email received different than expected?
One possible reason for this behavior comes down to our use of mutli-part emails.
In Oracle Service Cloud, email messages are always sent in multi-part format. This means that if the end-user has an HTML-enabled mail reader, the message will be formatted and displayed instead of a simple text layout. If the end-user's mail reader is not HTML-enabled, the current text version of the message is displayed.