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IHelp - All Captions Display As Hyperlinks (Doc ID 2212441.1)

Last updated on JULY 21, 2020

Applies to:

Siebel Finance CRM Call Center - Version 15.3 [IP2015] and later
Information in this document applies to any platform.


On : 15.3 [IP2015] version, Client Functionality


We have recently upgraded to Siebel IP 15.3. We are also launching a project to use iHelp much more frequently than in past. Since upgrading we have noticed all captions display as hyperlinks (underlined), even though we have no such HTML is defined? This is mis-leading to the user.


All captions display are correct.


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

Customer is using HI mode on 15, not Open UI; although the behavior happens to both HI and Open UI.

Tested on vanilla, the same test case in HI mode, Caption is not underlined.
Tested on 15.12 vanilla, the same test case in HI mode, Caption is underlined.
In 15.12 vanilla, the same test case in Open UI mode, Caption is underlined.
See screenshots in iHelpHI8117_IP15_karen.docx attached.

Repro steps on 15.12, the same steps can reproduce on

1. SADMIN log into fins_enu, Open UI.

2. Go to Administration - iHelp > All iHelp Items.

3. Create a new iHelp Item:
  Name: Test iHelp2
  Remote Support: All
  Applications: Siebel Financial Services
  Status: In Progress
  Version: 0
  Private: unchecked
  Activation Date: blank
  Expiration Date: blank

4. Choose Designer.
  Drag and Drop 'Start' onto Designer, click on it and enter the following:
  Name: Non Self Authenticated Caller
  Caption: Start Here
  Section Label: The Beginning
  View: Personal Service Request List View
  Drap and Drop 'Step' onto Designer, Name: New Step 2
  click on the circle on the Start step, and drag it to the other step "New Step 2"

5. Click on step named "Non Self Authenticated Caller" to expand

it, and click on Substeps. Create a new Substep record:
Sequence: 1
Good [morning/afternoon/evening]. Thank you for calling XXXX

Health my name is _______. How can I help you with your health

insurance coverage [Today/tonight]

Description: (blank)

6. Click on step named "New Step 2",enter the following:
  Caption: First Step
  Section Label: Section 1
  View: Personal Service Request List View

7. Click on step named "New Step 2",to expand it, and click on

Substeps. Create 3 new Substep records:

Sequence: 1
Caption: First Step 1

Sequence: 2
Caption: First Step 2

Sequence: 3
Caption: First Step 3

8. Choose tab 'Responsibilities'

Create a new record:

Responsibility: Siebel Administrator
Dispatcher: Siebel System Administrator
Active Flag: checked

9. Choose tab 'Screens'

Create 5 records:
(Click on New, choose 'Business Object', enter the business object name and
click on Query. If there are multiple records returned for the BO, choose
the 1st one)

1st: Business Object: ISSCDA Project Manager
2nd: Business Object: Service Request (ERM Agent)
3rd: Business Object: Service Request Home
4th: Business Object: Service Request
5th: Business Object: Smart Answer Admin

10.Choose the iHelp Item 'Test iHelp2', and click on Activate button to make
it active, Status = Active.

11. SADMIN relog into fins_enu, Open UI.

12. Choose Service, click on 'My Service Requests' link.

13. Click on 'How do I...' icon below the 'View' in Application Menu on top
of screen, iHelp opens, and you will see 'Test iHelp2'.

14. Put cursor on 'Test iHelp2' it becomes underlined (iHelp Item name is
underlined in HI mode too). Click on 'Test iHelp2' or the dot by its name
(clicking dot only works in Open UI, not in HI mode), it shows the 2 steps.
The 1st step: Start Here. You can see the texts in the Caption:

Good [morning/afternoon/evening]. Thank you for calling XXXX Health my name
is _______. How can I help you with your health insurance coverage

15. Put the cursor on the Texts, the whole block of texts become underlined.
In fact, Caption (preceded by a dot in front) becomes underlined, and for all

The same happened in IP2015 in HI mode, and is what customer is using.

In, the Caption is not underlined; the only underline is the iHelp
Item name 'Test iHelp2', and click on it to expand.


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