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MS Outlook Client When Using F9/DISA With Email Template Refering Field Email Body Open In Read Only and To/CC/BCC Field Do Not Show Up Properly (Doc ID 2583002.1)

Last updated on SEPTEMBER 23, 2019

Applies to:

Siebel CRM - Version 16.19 [IP2016] and later
Information in this document applies to any platform.

Symptoms

On : 16.19 [IP2016] version, Comms Server & Email Response

A Siebel User when replying to a inbound email notice that the MS Outlook open, but the user is not able to change/edit the email body in MS Outlook and the To/CC/BCC fields do not render properly.  This happens when there is a Siebel Long Email Body attachment in the inbound email message and the user uses a template that refer to Email Body field in the Action Business Component.

This is a custom solution to reply to inbound email, basically the user go to a custom screen where they see the Inbound Email Message and there he can click F9 or a custom button that trigger F9 with MS Outlook client with DISA. Once it select the template that use Email Body field, automatically the SiebelLongEmailBody.html attachment is added too.

The issue occurs sporadically, sometime it works, but sometime the MS Outlook client show the problem described above.


Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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