Email Response not able to parse email address Display Name format LastName, FirstName, causing problem when replying to this email addresses. (Doc ID 1951419.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.11.10 [IP2013] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.11.10 [IP2013] version, Comms Server & Email Response

When the inbound email received by Siebel Email Response has in the CC field email addresses with following format: Last Name, First Name <email address> not enclosed by double-quotes the CC field in Siebel is incorrect populate with two email addresses "Last Name" and "First Name <email address>".
Users expect to see the CC field populated correct in Siebel if the email address has the following format: Last Name, First Name <email address>
Notice that "Last Name, First Name" <email address> works fine, that is surround by double-quote.

The issue can be reproduced at will with the following steps:
1. Send an email for Siebel Email Response and in CC field have a email address with following format: Last Name, First Name <email address>
2. In Communication screen check the inbound email and in More tab verify the CC field:
3. CC field shows Last Name; First Name <email address>, so two email addresses.
4. If the user do a Reply All it will try to send emails for two recipient, where Last Name will fail since it does not have the <email address> and the Email - Inbound activity record will remains in In Queue status.


Cause

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