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Siebel IP15 CommOutboundMgr sends hundreds of emails, they stay in ACTIVE/QUEUED status in S_SRM_REQUEST reaching max tasks for Outbound component. (Doc ID 2524728.1)

Last updated on APRIL 11, 2021

Applies to:

Siebel CRM - Version 15.6 [IP2015] to 15.18 [IP2015] [Release V15]
Information in this document applies to any platform.
Customer is using Siebel application with version IP15 and patch set 6.
Customer faced an issue with CommOutboundMgr where tasks are staying in ACTIVE status in S_SRM_REQUEST.
When we are running command in server manager: list active tasks for comp CommOutboundMgr, tasks are having RUNNING status with text - "Invoking method CreateRequest for service Outbound Communications Manager"
Can you please let us know in which circumstances CommOutboundMgr tasks goes in ACTIVE status directly instead of staying in QUEUED status.
Also we need your support to identify the source of these huge requests,



Symptoms

Customer is facing an issue with CommOutboundMgr where tasks are staying in ACTIVE status in S_SRM_REQUEST.
The command in server manager: list active tasks for comp CommOutboundMgr, tasks has RUNNING status with text - "Invoking method CreateRequest for service Outbound Communications Manager"

In which circumstances CommOutboundMgr tasks goes in ACTIVE status directly instead of staying in QUEUED status.
Customer also asked how to identify the source of these huge requests,


ERROR
-----------------------
Filename = CommOutboundMgr log:


EMR_Log GenericError 1 001005e65c963a6c:0 2019-03-28 15:37:20 SMTP DATA error: 503 5.5.2 Need rcpt command

ObjMgrLog Error 1 001005e65c963a6c:0 2019-03-28 15:37:20 (commdlv.cpp (600)) SBL-CMO-00152: Send  to , subject Claim # TEST12345 status has been changed to Pending Initial Review had error .
ObjMgrBusServiceLog Error 1 000001e55c9ceb86:0 2019-03-28 15:37:20 (sendmsg.cpp (1806)) SBL-CMO-00152: Send  to <?>, subject <?> had error <?>.
CommSrvr CommSrvrError 1 000001e55c9ceb86:0 2019-03-28 15:37:20 Unable to send message with subject "Claim # TEST12345 status has been changed to Pending Initial Review" from profile "Default SMTP Profile" to "".  Make sure to provide a valid recipient address for the communications request.





Changes

 New workflow with run time event was introduced 

Cause

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In this Document
Symptoms
Changes
Cause
Solution
 


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