When forwarding a inbound email message the following error might occur "The selected record has been modified by another user since it was retrieved. Please continue."

(Doc ID 1574126.1)

Last updated on DECEMBER 01, 2016

Applies to:

Siebel Call Center - Version 8.1.1.3 SIA[21219] to 8.2.2.3 SIA [23021] [Release V8]
Information in this document applies to any platform.

Symptoms


When attempting to forward a inbound email message using standard Siebel Communications screen and clicking on Forward button for a inbound email message, after the user edit the forward message in Communications Details - Response View and click on Send button the following error occurs.

"
[1] Error invoking service 'Inbound E-mail Database Operations', method 'UpdateRecord at step 'Update Reply Activity'.
[2] The selected record has been modified by another user since it was retrieved. Please continue.
"
The error message occurs very sporadically, 1 out of 10 attempts, and start to happen after upgrade to 8.1.1.x with the new Email Response UI, before customer was running SIebel 7.8.2.x

The forward recipient receives the inbound email message, but for the Siebel user the error is very disruptive since he does not really knows if the email was sent or not.

The issue can NOT be reproduced at will but when reproduced the following steps could be observed
1. User go to Communication screen
2. Select a inbound email message to forward to another person.
3. Click on Forward button
4. Edit the forward email entering in To field an email address that usually is associated to a Siebel Contact record or more. records.
5. Click on Send button
6. After some seconds the follow pop up error occurs:
"

[1] Error invoking service 'Inbound E-mail Database Operations', method 'UpdateRecord at step 'Update Reply Activity'.
[2] The selected record has been modified by another user since it was retrieved. Please continue.

"
7. User can still edit the forward email again, since the view does not become read only as expected and send the email again that can cause duplicate emails been received by the forward recipient.


Cause

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