Additional Lines and Spaces Entered While Using The Templates In Outlook client (Doc ID 1912160.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.10 [23021] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.10 [23021] version, Comms Server & Email Response

ACTUAL BEHAVIOR
---------------
The customer was encounter the following three issues:

1.) F9 Plain text template with Outlook adding additional line and extra space at the beginning of a line.  Steps to reproduce:

- Setup Client to use Outlook and Plain text templates under user preferences
- Create a new template under:


Site Map --> Administration - Communication --> All Templates

Name = Test
Status = Active
Template Type = Body
Public = Y
Message body = copy and paste the following:


Dear [Service Request.First Name],

Thank you for contacting the HR Service Center.

To access myHR:

1.Open a new webpage or click here to open.
2.Locate the Tools menu bar at the bottom of the screen and select Links icon.
3.You will be prompted to log into the system.

Should you have any questions, please do not hesitate to contact us.

Kind Regards,
Service Center


1.test
2.test
3.test


- Send message using F9
- Outlook client will open but spacing is larger between some lines and some lines will have a single space at the beginning.


2.) F9 Plain text native client will have single space at the beginning of some lines. Step to reproduce:

- Setup Siebel Client to use Siebel native email client and Plain text templates under user preferences
- Use the same template as above
- Send message using F9
- Siebel Native Email client will open but some lines will have a single space at the beginning.

In the DB we can see the single space at the beginning of the line. However, we cannot see this in the UI or the notepad document where it was copied from. We cannot see why the spacing is larger between some lines at the DB level


3.) F9 Outlook integration with HTML template adds additional lines. Steps to reproduce:

Setup Client to use Outlook and HTML text templates under user preferences

- Create a new template under:

Site Map --> Administration - Communication --> All Templates

Name = Test
Status = Active
Template Type = Body
Public = Y

- Copy the following into the Message body field:


1.test
2.test
3.test

- Send message using F9 HTML Outlook.
- There will be an additional blank line between each line.


Cause

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