F9 Outlook Form - Passing SRN Does Not Allow Multiple Sessions With IP14

(Doc ID 2061927.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel CRM - Version 8.1.1.14 [IP2014] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.14.5 [IP1015] version, Comms Server & Email Response

In IP2014 a new security change was introduced where a random number is coupled with the Session ID (cookie) and returned in the HTTP message to the Web client. This random number is populated under the SRN variable.

Due to this new security feature (SRN), the Siebel Desktop Integration ActiveX was unable to connect back to Siebel to synch the activity after the email was sent/cancelled in outlook. The workaround provided by Oracle was to pass the SRN parameter when calling the methods CompleteEmail or DeleteEmail from the outlook form. The new Form is outlined here:

F9 Integrated With MS Outlook or Lotus Notes for High interactivity Mode Fails To Update Activity record in 8.1.1.14 (IP 2014). (Doc ID 1993804.1)

The issue the customer is now having is when there are multiple Siebel sessions on the same machine, the Activity record cannot be updated when it is sent. Each Siebel session will have it's own SRN number, for example:

  1st Session: &SRN=SCbkdQK5yPbGE5FSZTgxoYWphMy0xTvomYN2o52Keskb&SWETS
  2nd Session: &SRN=RMn0FLlye6vNyytLYLc2a0dYjlWw1Y5q7Vevd0abTVcb&SWETS


ERROR
-----------------------
"There is problem in carrying an activity update operation. Please copy the following error and ask your administrator for help.

Update was not done successfully. Please check Siebel Server for errors."


STEPS
-----------------------

a.) Open Siebel session 1, send Outlook F9 email. The activity in Siebel is updated successfully.
b.) Open 2nd Siebel session in IE and send Outlook F9 email. The activity in Siebel is updated successfully.
c.) Go back to the first session send another email and you encounter the following error:

"There is problem in carrying an activity update operation. Please copy the following error and ask your administrator for help.

Update was not done successfully. Please check Siebel Server for errors."

The IE sessions are opened using the "New Session" or "-nomerge" option but it appears that the Siebel Desktop Integration is attached to the last opened Siebel session.

Cause

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