Issue With Auto Closing Template If It Contains A Substitution Field (Doc ID 1995731.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.11.7 [IP2013] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.11.7 [IP2013] version, Comms Server & Email Response

ACTUAL BEHAVIOR
---------------
Issue with Auto Closing template if it contains a substitution field

While replying to a inbound email, the body template text is coming after the closing template. (If closing template contains a Action BC substitution)

EXPECTED BEHAVIOR
-----------------------
Body template text should appear before the closure text while replying.

STEPS
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The issue can be reproduced at will with the following steps:
1. Log in CC application.
2. Go to communications->my templates.
3. Create a greeting html template without any substitutions.

4. Create a closing html template and add action objects substitutions action.email* to closing template body.

[Action.Email Sender Name]

5. Create a body template, no any object associated to body template.
6. Go to user preferences and set above greeting and closing template to default.
7. Go to communications -> communications list, reply any inbound email, closing and greeting will be inserted to mail body.
8. Select body html template from category.
Issue: body html template will be added after closing template.


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot get the desired output of the template while replying emails.

Cause

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