Email Template data is not updated in the activity when using Reply/Reply All buttons (Doc ID 2025763.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel eCommunications eMail Response - Version 8.1.1.11.14 [IP2013] and later
Information in this document applies to any platform.

Symptoms


ACTUAL BEHAVIOR
---------------
Email Template data is not updated in the activity when using Reply/Reply All buttons

EXPECTED BEHAVIOR
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Email Template data should be updated in the activity when using Reply/Reply All buttons

Tested on vanilla Siebel 8.1.1.11 + PS 16

Steps:

1) Setup Siebel email response
2) Send an HTML email inbound to a Siebel monitored mailbox
3) Goto Communications List View and reply to this inbound email
4) Select a category and a template (do not click on the email body, do not edit this email)
5) Just click send button

Result: Template data is not updated in the created email activity

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot use eMail Response to reply to inbound emails.

Cause

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