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Closing Template Is Not Added In Response Email For Some Contacts (Doc ID 2831138.1)

Last updated on FEBRUARY 10, 2022

Applies to:

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

Symptoms

With the following steps, you can use a closing template in outgoing reply.

  1. Go to 'Site Map'->'Administration - Communications'->'All Templates' view and create an email template as a 'Closing' type.
  2. Go to 'Tools'->'User Preferences'->'Outbound Communications' view and set the closing template at 'Default Closing Template' control.
  3. Go to 'Site Map'->'Communications List' view and select a record (incoming email messages).
  4. Click 'Reply' button. It will navigate to Outgoing Message applet and the body has the closing text from the closing template automatically.

But sometimes the closing text does not get added to the outgoing message for certain email records in the 'Communications List' view. When it happens, the following error is recorded in the Object Manager log:

PrcExec PropSet 4 0007158561a14081:0 2021-12-02 18:58:11 Error invoking service 'Outbound Communications Manager', method 'ExpandText' at step 'Expand Template Text'.(SBL-BPR-00162)
--
This operation is not allowed when there are no records displayed.

Please execute a query that returns at least one record or add a new record.(SBL-DAT-00215)

 

Changes

 

Cause

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In this Document
Symptoms
Changes
Cause
Solution


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