Siebel System Fields Values Are Not Resolving When We Use In The Communication Editor. (Doc ID 2033427.1)

Last updated on SEPTEMBER 04, 2017

Applies to:

Siebel CRM - Version 8.1.1.14.5 [IP2014] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.14.5 [IP2014] version, Client Functionality

ACTUAL BEHAVIOR
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Customer observed an issue with the Communication Template editor under Administration-Communication - All Templates screen.

When they use Siebel System Fields in communication templates while sending emails,the field values are unable to resolve in the email.

They are using the system fields [Service Request.Last Updated] and [Service Request.Last Updated By],[Service Request.Created] in the communication templates, but after the user receives email,the Field values are not resolving in the email.

Also they see that when they enable the HTML Template Flag, siebel is not automatically converting into the HTML Format in open UI.

As a work around they have done it by replacing the Plain Text with HTML Formatted text as per the attachment.

How to get rid of this problem without enabling HTML Flag in the communication editor.

EXPECTED BEHAVIOR
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Siebel System Fields should substitute in communication templates

STEPS
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The issue can be reproduced at will with the following steps:
1. Log in to Siebel
2. Goto: Communication Template editor under Administration-Communication - All Templates screen.
3. Add system fields [Service Request.Last Updated] and [Service Request.Last Updated By],[Service Request.Created] in the communication templates

BUSINESS IMPACT
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The issue has the following business impact:
Due to this issue, users cannot use the system fields [Service Request.Last Updated] and [Service Request.Last Updated By],[Service Request.Created] in the communication templates using plain text templates.

Cause

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