Email Response using NO RealTime mode are not processing some emails sporadically and the email can not be reprocessed since it does appear in anywhere on Siebel Application (Doc ID 1901328.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM
Siebel Email Response - Version 8.1.1.11 [23030] to 8.1.1.11 [23030] [Release V8]
Information in this document applies to any platform.

Symptoms

On : 8.1.1.4 SIA [21225] version, Comms Server & Email Response

Customer is using Siebel Email Response to process inbound email messages from a mail box and create Email - Inbound activities records. The Email Response is setup to use NON Real Time mode, so CommInboundRcvr and CommInboundProcessor will be used to process the email messages.

Sporadically the users complains that some email messages are not been processed by Siebel Email Response, they do not see the corresponding activity to the inbound email in Siebel Application. The Email is also not in the Email Server either. The behavior occurs very sporadically.

Also the emails can not be seem in siebsrvr/bin/incoming folder or the event in Site Map>Administation - Communications> Communications Inbound Events view, but there is no record in this view correspoding to the email not processed.

The issue can only be observer when the customer complains and auditing the Email Server it was observer that Siebel pulled the email but did not processed it.


Cause

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