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From Address Is Empty In Pop Up Applet After Upgrade (Doc ID 2754178.1)

Last updated on FEBRUARY 24, 2021

Applies to:

Siebel CRM - Version 17.0 [IP2017] and later
Information in this document applies to any platform.

Symptoms

After Upgrade from Siebel CRM 15.x to Siebel CRM 21.x Update the users are not able to send email using Siebel Email Client.

On the Send Communication Applet, From control the drop down is empty after the Upgrade. Even the started Profiles such as "Default SMTP Profiles" do not show up in From drop down after the Upgrade.

The issue can be reproduced at will with the following steps:
1. On Upgraded env from 15.X to 21.X login to Siebel Applicatin using ESN language (this is the only language used by the company).
2. Click on F9 to invoke the Siebel Email Client
3. The Send Communication Applet show up.
4. User click on From drop down no records show up, not even the standard Default SMTP Profile

On the query generated by Siebel Object Manager during after invoke F9 and click on From drop down the following is observed in the Object Manager log file:

EventContext EvtCtxApplet 4 0000283d60290e78:0 2021-02-17 10:07:01 Salutation Applet (SSE) (FileSendMail)
...
EventContext EvtCtxApplet 4 0000284060290e78:0 2021-02-17 10:07:01 Salutation Applet (SSE) (ShowPopup)
...
EventContext EvtCtxApplet 4 0000284360290e78:0 2021-02-17 10:07:04 Send Communication Applet (GetQuickPickInfo)
...
SELECT
     T1.CONFLICT_ID,
     CONVERT (VARCHAR (10),T1.LAST_UPD, 101) + ' ' + CONVERT (VARCHAR (10),T1.LAST_UPD, 8),
     CONVERT (VARCHAR (10),T1.CREATED, 101) + ' ' + CONVERT (VARCHAR (10),T1.CREATED, 8),
     T1.LAST_UPD_BY,
     T1.CREATED_BY,
     T1.MODIFICATION_NUM,
     T1.ROW_ID,
     T1.NAME,
     CAST(? AS VARCHAR(128))
  FROM
      dbo.S_CM_PROF T1
         INNER JOIN dbo.S_CM_CNCTR T2 ON T1.CM_CNCTR_ID = T2.ROW_ID
  WHERE
     ((T1.ROW_ID IN (
           SELECT SQ1_T2.CM_PROF_ID
              FROM  dbo.S_RESP SQ1_T1  INNER JOIN dbo.S_CM_RESP_PROF SQ1_T2 ON SQ1_T2.CM_RESP_ID = SQ1_T1.ROW_ID
              WHERE (SQ1_T1.NAME IN (?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?,?))) AND T1.BU_ID = ? OR T1.CREATED_BY = ? OR T1.NAME = ?) AND
     (T2.MEDIA_TYPE_CD = ? OR T2.MEDIA_TYPE_CD = ?))
  ORDER BY
     T1.NAME
...
ObjMgrSqlLog Detail 4 0000284360290e78:0 2021-02-17 10:07:04 Bind variable 6: Siebel Administrator
...
ObjMgrSqlLog Detail 4 0000284360290e78:0 2021-02-17 10:07:04 Bind variable 247: 0-R9NH
ObjMgrSqlLog Detail 4 0000284360290e78:0 2021-02-17 10:07:04 Bind variable 248: 0-1
ObjMgrSqlLog Detail 4 0000284360290e78:0 2021-02-17 10:07:04 Bind variable 249: SADMIN
ObjMgrSqlLog Detail 4 0000284360290e78:0 2021-02-17 10:07:04 Bind variable 250: Email
ObjMgrSqlLog Detail 4 0000284360290e78:0 2021-02-17 10:07:04 Bind variable 251: Nº de fax del trabajo
ObjMgrSqlLog Debug 5 0000284360290e78:0 2021-02-17 10:07:04 User search spec:
ObjMgrSqlLog Debug 5 0000284360290e78:0 2021-02-17 10:07:04 Named search [Personal Profile Search]: (EXISTS ([Responsibility Name] = 'ERM User' OR ... [Responsibility Name] = 'Siebel Administrator' OR [Responsibility Name] = 'Marketing Analytics Administrator' OR .... [Responsibility Name] = 'AMECE - Comunicaciones') AND ([Organization Id] = '0-R9NH')) OR ([Created By] = LoginId()) OR ([Name] = LoginName())
ObjMgrSqlLog Debug 5 0000284360290e78:0 2021-02-17 10:07:04 Named search [System Search]: [Media Type] = LookupValue('COMM_MEDIA_TYPE','Email') OR [Media Type] = LookupValue('COMM_MEDIA_TYPE','Fax')

...

ObjMgrSqlCursorLog Trace 5 0000284360290e78:0 2021-02-17 10:07:04 SQL Cursor with ID 19B09BB8 Buscomp: Comm Personal Profile, Forward Only: 0, Fetch Rows: 0, Fetch All Time:

Based on above the query is returning 0 records.

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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