My Oracle Support Banner

After Update To Siebel CRM 21.4 From 20.5 Workflows Are Not Executing the Expected Workflow Steps Leading to Incorrect Email/Data Processed (Doc ID 2799900.1)

Last updated on SEPTEMBER 19, 2023

Applies to:

Siebel CRM - Version 20.7 to 21.3 [Release V17]
Information in this document applies to any platform.


After update Production environment from Siebel CRM 20.5 Update to Siebel CRM 21.4 Update some email processed by Siebel Email Response feature were not created in Siebel, that is Service Request record are not being created based on the email received by Siebel Email Response module.

Analyzing the eMail Response workflow execution it was observed that a particular workflow process property used on a sub workflow called from a parent workflow is missing.  The process property exist and is set to correct value in parent workflow, but on sub workflow the process property is not present and because of that the custom eMail Response workflow failed to process the email message correct.

The behavior could NOT be observed on Development environment or UAT environment during the test for 20.5 to 21.4 Update, and it only showing now in Production environment.



Update from Siebel CRM 20.5 to Siebel CRM 21.4 in Production.


To view full details, sign in with your My Oracle Support account.

Don't have a My Oracle Support account? Click to get started!

In this Document

My Oracle Support provides customers with access to over a million knowledge articles and a vibrant support community of peers and Oracle experts.