Inbound Emails Are Not Been Processed by CommInboundRcvr Component (Doc ID 1998434.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 7.5.1 SIA [15026] and later
Information in this document applies to any platform.

Symptoms


Siebel Email Response stopped creating the Email - Inbound activity records, the email are been pulled by Siebel, but they can not see the corresponding activity in Siebel Application or Database.

We can observer the following error in CommInboundRcvr log files:

PrcExec PropSet 4 00000013552827a8:0 2015-04-10 11:15:26 Error running sub-process 'eMail Response - Send Acknowledgement' at step 'Send Acknowledgement Process'.(SBL-BPR-00183)
--
Error invoking service 'Outbound Communications Manager', method 'CreateRequest' at step 'Send Acknowledgement'.(SBL-BPR-00162)
--
This operation is not allowed when there are no records displayed.
Please execute a query that returns at least one record or add a new record.(SBL-DAT-00215)

The issue can be reproduced at will with the following steps:
1. Send any email to Response Group mail box
2. Email is pulled from Email Server mail box
3. Login to Siebel Application.
4. Go to Communications screen.
5. The email does not show up in Siebel, but is also not present anymore in the Email Server.

Cause

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