Correspondence Management: Terms are not getting resolved in the merged rtf file (Doc ID 650808.1)

Last updated on FEBRUARY 01, 2017

Applies to:

PeopleSoft Enterprise CRM Support - Version 8.9 and later
PeopleSoft Enterprise CRM Telemarketing - Version 8.9 and later
PeopleSoft Enterprise CRM Order Capture - Version 8.9 and later
PeopleSoft Enterprise CRM Sales - Version 8.9 and later
PeopleSoft Enterprise CRM Integrated FieldService - Version 8.9 and later
Information in this document applies to any platform.
 CRM 8.9 - Correspondence Management using XML merging

This document was previously published as Customer Connection Solution 201025123



*** Checked for relevance on 14-Dec-2013 ***

Symptoms

 Correspondence Management terms are not getting resolved in the merged rtf file despite being in the XML file generated by the merge process.
This means that the user creates an rtf template file using terms (like {{CaptureID}} or {{Recipient First Name}}). The template is used in a Print request from a case or an order. The print request or the preview completes successfully.  However, in the merged file results, there are terms which do not get assigned values even though these exist in the order or case.  These term values are present in the in the XML file generated.

Cause

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