CRM Desktop: Handling Emails Shared With Siebel Having Long Body Cause Outlook To Hang (Doc ID 2293046.1)

Last updated on AUGUST 03, 2017

Applies to:

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

Symptoms

On : 15.3 [IP2015] version, CRM Desktop for Outlook

ACTUAL BEHAVIOR
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CRM Desktop: handling Emails shared with Siebel having long body cause Outlook to hang


The problem occurs for emails with long email body when any of the following actions take place:
Open an email with long email body, press 'Share with Siebel' and then Save it > 30 seconds outlook hangs. (Log file is attached)
Open an email with long email body and Forward it to a contact > 2 minutes outlook hangs. (Log file is attached)

Please take in mind that For all above actions, when 'Share with Siebel' toolbar is disabled, outlook responds directly. In addition, it happens only for emails with long body and not for mails with long attachments.
This issue leads to disable CRM Desktop plug in and as a result this is a huge problem with severe priority for agents who should use CRM Desktop.

This behaviour is also reproduced with the vanilla package.
Can you please check whether there is any parameter which affects this issue? Can we handle these emails with any work around?

EXPECTED BEHAVIOR
-----------------------

There should be no performance issues with long email body


STEPS
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The issue can be reproduced at will with the following steps:
1. Log into Outlook
2. Open an email with long email body, press 'Share with Siebel' and then Save it > 30 seconds outlook hangs. (Log file is attached)
3. Open an email with long email body and Forward it to a contact > 2 minutes outlook hangs. (Log file is attached)

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot user CRM Desktop to share long emails with Siebel

Cause

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