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Inbound Email Reply All Functionality affected after migrating mailboxes from on premise to cloud (Microsoft O365) (Doc ID 2423213.1)

Last updated on JULY 19, 2018

Applies to:

Siebel CRM - Version 8.1.1.3[21219] and later
Information in this document applies to any platform.

Symptoms

On : 8.1.1.3[21219] version, Comms Server & Email Response

ACTUAL BEHAVIOR
---------------
This is regarding the Inbound Email - Reply All functionality
The Reply All button on the Inbound email activity is behaving differently after migrating mailboxes from on premise to cloud (Microsoft O365)
When the agent click on reply all button, the system is also including the From address of the mailbox into the To list which should not be the case.

EXPECTED BEHAVIOR
-----------------------
From address of the mailbox should not be auto populated into the To list

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Receive inbound email in Siebel
2. In the communications Screen, find this inbound email and click Reply All button
3. From address of the mailbox is getting auto populated into the To list

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot send email reply to correct recipients, as From address is also getting included. This will cause productivity loss, as later these email would need to be deleted manually.

Changes

 

Cause

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