In OpenUI Email Template Text does not populate Email Body or Text enter when editing an email (F9 or Email Response Reply) or editing an HTML Email Template is lost after send the email or commit the template record. (Doc ID 1934019.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.10 [23021] to 8.2.2.4.11 [IP2013] [Release V8]
Information in this document applies to any platform.

Symptoms


The issue is observer with Siebel OpenUI with Internet Explorer such as IE 10 . The behavior could not be reproduce in Chrome or Firefox browsers.
 
When the e-mail is received, the customer is not seeing the "modified text" that was added to the e-mail body sent with F9. They only seeing the original template text from the e-mail body. When mail is sent from IE10, whatever text the user put into the e-mail body in the Siebel Email Client is removed and the template is sent.
 
For some users, the e-mail editing works ok in IE10 and the e-mails get sent correctly.
 
 
There are a few different scenarios where this behavior occurs:

Scenario 1


1. Login using IE 10 and navigate to:

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

2. Create 4 HTML template as below (just change the name):

Name = Atest template 1
Statues = Active
Message Type = Body
HTML = True
Public = True
Subject = Test HTML email
Object = Service Request
Message Body=

Hello [Service Request.Contact First Name] [Service Request.Contact Last
Name] test message

3. Save the records.
4. Press F12 and open IE Developer and select > Script > Console.
5. Go to the Service Request list applet
8. Press F9 and select the HTML template you created in step 2 above
9. Now type in the message body and BEFORE sending select another HTML template from the drop down
10. You may have to do this for 15-20 emails but eventually in the console you will see the following error and the cursor will go into a waiting circle:

SCRIPT70: Permission denied
jquery.js, line 7985 character 6

11. For the next email sent the message template body does not show
10. Enter some text into the message body and press send
11. Now either look at the Activity record created for this record. You will notice that the Template text displays but the text entered into the F9 window does not. The same is true for the email received by the customer.



Scenario 2

1. Login using IE 10 and navigate to:

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

2. Create the following:

Name = Atest template
Statues = Active
Message Type = Body
HTML = True
Public = True
Subject = Test HTML email
Object = Service Request
Message Body=

Hello [Service Request.Contact First Name] [Service Request.Contact Last
Name] test message

3. Save the record.
4. Press F12 and open IE Developer and select > Script > Console.
5. In the Template list applet now hit the Query button
6. In the console you will see the following error and the cursor will go into a waiting swirl:

SCRIPT70: Permission denied
jquery.js, line 7985 character 6

7. Go to the Service Request list applet
8. Press F9 and select the HTML template you created in step 2 above
9. The message template body does not show
10. Enter some text into the message body and press send
11. Now either look at the Activity record created for this record. You will notice that the Template text displays but the text entered into the F9 window does not. The same is true for the email received by the customer.

This appears the same for ALL HTML applets not just F9. For example the Message Body under the All Templates screen does not update or display correctly after the java error.

 

Scenario 3

1 -Go to Communication screen.
2 - Drill down on a email Subject so you are now in Communications Detail
View, click in Reply
3 - In the reply, write some text and use the backspace key
4- User is back to Communication Detail View but the email body does not show up, it show a blank applet.
5- From now on the Email Body in most of the Communication applet does not show the HTML email body and reply stop working too, if user add text it does not get updated.



Cause

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