Siebel F9 Functionality Issue With Activity HTML Templates, the Email - Outbound activity is missing part of the email body sent.

(Doc ID 1560872.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Call Center - Version 8.1.1.7 [21238] to 8.2.2.3 SIA [23021] [Release V8]
Information in this document applies to any platform.

Symptoms


When using F9 from Service Request applet, child applet Activities, grand child applet Attachments with focus on grand child Attachment applet that has on focus a OriginalMessage.txt attachment, if the user select a specific HTML Template from Body drop down on Siebel Email Client sometimes the corresponding Email - Outbound activity does not show the complete template text enter on the Body of the email.

This happens when the user after select the Template in Body pick list it does not put the cursor focus on the body of the Send Communications Applet and just click on Send button.

THe expected behavior is to the Email - Outbound activity to show the full text, even if the user has not put focus on the email body on Send Communications Applet before Send.

The issue can be reproduced at will with the following steps:
1) Select one Service Request created through Inbound Email.
2) Navigate to Service Request Activities.
3) Highlight original inbound- email from customer, highlight ‘Original message’ under Attachments.
4) Press F9
5) Choose ‘Activity Customer’ or ‘SR Owner’ (or other option)
6) Populate HTML template
7) Send

Notice that the Email Template uses the Action Business Component Substituion Field "Email Body", so when the user selected the F9 template it will populate the email body with a copy of the inbound email message body.


Cause

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