Problem arising from using F9 Siebel Native email client in a clustered environment (Doc ID 1354746.1)

Last updated on JUNE 29, 2015

Applies to:

Siebel Email Response - Version 8.1.1.1 [21211] and later
Information in this document applies to any platform.
Emails sent from Siebel application using the F9 Siebel Native email client are set to status 'Cancelled' instead of the expected 'Done' and email is not sent. Comm Outbound manager is online. The issue is intermittent and happens from time to time when using the Siebel Native email client upon clicking the Send button. The Email - Outbound activity record of the email goes immediately into a Cancelled status.


Symptoms

Note the setup and environment reported for this case:

SERVER SETUP:
SBC11 --- 1st node: Cluster: Gateway and Siebel Server( EAI, WF, COMM), SF01
SBC12 -- 2nd node: Cluster: SF01, SF02, SF03 (FILE SYSTEM PATITIONED SF01,SF02 SF03)
SBA13 -- Siebel Server ( DB, OM ALL THE COMPONENTS) -- LOADBALANCED
SBA14 -- Siebel Server ( OM ALL THE COMPONENTS) -- LOADBALANCED

the only error seen in CommOutboundMgr log was - SBL-DAT-00225

Support confirmed that error "SBL-DAT-00225: The value entered in field Body Template Name of buscomp Comm Outbound Email does not match any value in the bounded pick list Comm Body Template Picklist." IS NOT related to this problem.

This error means the applet should have the default template set to a template that does not exists anymore. So this is before the user click on Send and this should be ignored and the error is benign.

NOTE: CommOutbound Mgr log NEVER even showed any traces of failed emails , but all good emails were shown in the logs fine.

The issue was tracked to the functioning of  SRProcessor and/or SRBroker components being the cause of this issue. Support's Core Technologies team was engaged to assist in this case.

The central issue and focus of the investigations was why SRProc was sometimes not able to route the F9 SendMessage Job to the CommOutboundMgr component.

Changes

Reboot all boxes.

Cause

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