After selecting a HTML/PlainText Email Template using F9 the template text is not updated in Send Communications Applet Body field. (Doc ID 1957195.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Email Response - 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

Customer is experiencing issues with plain text templates using OpenUI with Chrome and IE 9/10 with Siebel Email Client.
The behavior start after applying the QF0102010 and QF0002165, before that plain text templates were working fine. The patches were for other problem related with HTML template and Body drop down on Send Communications Applet.

The same behavior can also be reproduce for HTML Email Templates too, but only affect IE users.

Users expect that every time they select a Plain Text or HTML  email template in Send Communication Applet it should show up in the Body field.

The behavior can be reproduce most of the time using the following steps:

1. Log into Siebel.
2. Navigate to Tools menu -> User preferences -> in the Send Mail section, set Default Message format: Plain text or HTML.
3. Navigate to Service Requests screen.
4. Press F9.
5. Select Service Request Contact in the Pick Recipient applet.
6. Select email template.
Actual result: Message body field remains blank.
7. Go to Activities screen.
8. Press F9.
9. Select Activity Contact in the Pick Recipient pick applet.
10. Select email template from drop down box field.
Actual result: message body field still remains blank.


Cause

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