Email Response not able to parse email address Display Name format LastName, FirstName, causing problem when replying to this email addresses.
Last updated on MARCH 23, 2018
Applies to:Siebel CRM - Version 22.214.171.124.10 [IP2013] and later
Information in this document applies to any platform.
On : 126.96.36.199.10 [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.
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