SMTP Driver Parameter 'text/plain Encoding=base64' Ignored When Sending Outbound Email Via F9 (Doc ID 2017288.1)

Last updated on MARCH 02, 2017

Applies to:

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

Symptoms

On :  8.1.1.11.8 [IP2013] version, Comms Server & Email Response
Customer experiencing an issue with sending outbound emails via the F9 functionality.

Our email server automatically adds a signature to each outbound email. This signature contains German characters which need to be encoded. When we send an email where the body contains at least one special character then the email is sent
from Siebel with: Content-Transfer-Encoding: base64

However, when there is not a single special character then the encoding is different: Content-Transfer-Encoding: 7bit

This was all expected as written in Siebel Bookshelf because the Communications Driver "Internet SMTP/POP3 Server" had the "text/plain encoding" parameter set to "Auto".

So in line with the "Siebel Email Administration Guide" and table "Internet SMTP/IMAP Server and Internet SMTP/POP3 Server Driver Parameters" we set the "'text/plain encoding" parameter to value "base64".


STEPS
-----------------------
The issue can be reproduced at will with the following steps:

1) Install a Siebel vanilla image
2) Activate Communications Outbound Manager server component
3) In the Administration - Application -> Responsibilities view create a new responsibility "Test Email Outbound Responsibility" and assign it to SADMIN
4) In the Administration - Communications -> Communications Drivers and Profiles view find the "Internet SMTP/POP3 Server" driver
5) In the Driver Parameters detailed view set only the following parameters:
 - Save Sent Messages = TRUE
 - SMTP Server = fake (or any other random value)
 - Siebel Server = name of your Siebel server
 - text/plain encoding = base64
6) In the "Profiles" detailed view find the "Default SMTP Profile" and assign it the new responsibility "Test Email Outbound Responsibility"
7) Reboot the environment and log into the system as SADMIN
8) Navigate to Accounts screen and hit F9
9) Enter the necessary information and send the email
10) Check the /bin/sent folder for a new *.tmp file - check the "Content-Transfer-Encoding" value

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Message with no special character is encoded using 7bit and the parameter setting is ignored and not rendered correctly.

Cause

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