Email - Inbound Activity Set To 'Done' Only when User Replies to a Inbound Email a Second Time (Doc ID 1983308.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.11 [23030] to 8.2.2.14.3 [IP2014] [Release V8]
Information in this document applies to any platform.

Symptoms

On 8.1.1.11 when a user replies to a Email - Inbound activity from Communications screen the Email - Inbound activity does not go to Status "Done". It remains in status In Progress although the reply email message is successfully received by the reply message recipient. If the user reply a second time for the same inbound email then the Email - Inbound activity goes to Done.

Once the user reply to a inbound email message it should goes to status Done when the reply message is successfully sent by Communications Outbound Manager component.

The issue can be reproduced at will with the following steps:
1. Go to Site Map>Communications
2. Select a brand new Email - Inbound activity record and click on Reply
3. Edit the reply message and click on Send button.
4. Make sure the recipient for the reply message received the email message.
5. Go back to the original Email - Inbound activity in Communication screen and check the Status, it still show In Progress and not Done as expected.

The following error could be observed in CommOutboundMgr log files for the reply message:

(bcfinact.cpp (2319)) SBL-SIS-00181: Either the status value you have selected is not applicable to this activity type, or you must submit this activity using the Submit button.

Cause

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