Process crash when attempting to add Email Attachments to the Filesystem (Doc ID 1960413.1)

Last updated on FEBRUARY 26, 2015

Applies to:

Siebel Call Center - Version 8.1.1.11.1 [IP2013] to 8.1.1.14 [IP2014] [Release V8]
Information in this document applies to any platform.

Symptoms

 

After upgrade to 8.1.1.11 Fixpack, the following crash can be seen from AOM  Process:

sscfom +0x1aa4b = CSSBusComp::CommitVisMvgRecords() +0x7b
sscfom +0x4c88f = CSSBusComp::DeleteRecord() +0x3bf
sscfom +0x4dc00 = CSSBusComp::UndoRecord() +0x160
sscfom +0x4eaff = CSSBusComp::PrepareForDelete() +0x14f
sscfom +0x528b6 = CSSBusComp::~CSSBusComp() +0x116
sscacmbc +0x14b27 = CSSBCBase::~CSSBCBase() +0x857
sscacmbc +0x1c2f6 = CSSBCFile::~CSSBCFile() +0x146
sscacmbc +0x32f55 = CSSBCFile::DoInvokeMethod() +0x16e5
sscfom +0x1eb08 = CSSBusComp::Release() +0x28
SSCOMMSV +0x39c64 = CSSSvcDbOp::DoInvokeMethod() +0x1f4
sscfom +0x18cac = CSSService::InvokeMethod() +0x24c
sscafwsv +0x4883f = CSSWfStep::Init() +0x1e3f
sscafwsv +0x496ce = CSSWfStep::Init() +0x2cce
sscafwsv +0x49d2f = CSSWfStep::Init() +0x332f
sscafwsv +0x4a29a = CSSWfStep::Init() +0x389a


This happens when trying to add email attachments to the SIebel Filesystem.

The customers Siebel Filesystem was configured in the legacy "write-first folder" / "read-subsequent folder" mode.

This mode is enabling the filesystem to write all files in the first folder and retrieves other files in read-only mode from other folders.

This mode is not supported anymore with Siebel 8.1 and customers still using it might experience issues with future Fixpacks.

 

Whenever an emails with attachments flowing inside application, application was crashing with following errors in OM log file:


StpExec Create 4 00018188548e3318:0 2014-12-15 09:18:27 Instantiating step definition 'Is Add Attachment?'.
.....
ObjMgrBusServiceLog InvokeMethod 4 00018188548e3318:0 2014-12-15 09:18:27 Begin: Business Service 'Inbound E-mail Database Operations' invoke method: 'AddAttachments'
.....
ObjMgrLog Debug 5 00018188548e3318:0 2014-12-15 09:18:27 Calling CSSSvcDbOp::IsInternalAttachment
ObjMgrLog Debug 5 00018188548e3318:0 2014-12-15 09:18:27 The file 'image001.png' is a not an internal attachment
ObjMgrBusCompLog Error 1 00018188548e3318:0 2014-12-15 09:18:27 (buscomp.cpp (15224)) SBL-GEN-00000: Unable to load message 0xffff

Cause

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