Usage Of Back On Communicatoins Screen Breaks the Reply Funcionality, Email Body Gets Blank or do Not Get Updated. (Doc ID 1988116.1)

Last updated on DECEMBER 01, 2016

Applies to:

Siebel eCommunications eMail Response - Version 8.1.1.11.8 [IP2013] and later
Information in this document applies to any platform.

Symptoms


When the user replies to a inbound email message after click reply from Communication Detail View and accidentally click on IE back button or use the IE Back button the Email Body RTC Embedded field that show the email body for HTML email stop working and show a blank field. This is happening in OpenUI mode with IE and Chrome browsers.

The Email Body RTC Embedded field should always show the email body for HTML template even if the user users the browser back button.

The issue can be reproduced at will with the following steps:
1 – Go to Communication screen.
2 – Drill down on a email Subject so you are now in Communications Detail View, click in Reply
3 – in the reply, write some text and use the backspace key
4- User is back to Communication Detail View but the email body does not show up, it show a blank applet.
5- From now on the Email Body in most of the Communication applet does not show the HTML email body and reply stop working too, if user add text it does not get updated.

This also affect the Email Templates in Site Map>Administration - Communications>All Templates, that is after the problem occur if the user navigate to this view the template body does not show up.

Cause

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