eMail Response workflow creating duplicate activities due customized step to send an email to SR owner

(Doc ID 537066.1)

Last updated on DECEMBER 01, 2016

Applies to:

Siebel Email Response - Version 7.7.2 [18325] to 8.1.1 [21112] [Release V7 to V8]
z*OBSOLETE: Microsoft Windows 2000
Product Release: V7 (Enterprise)
Version: 7.7.2 [18325]
Database: Microsoft SQL Server 2000 SP3
Application Server OS: Microsoft Windows 2000 Server SP 4
Database Server OS: Microsoft Windows 2000 Server SP 4

This document was previously published as Siebel SR 38-2014912301.


Symptoms

Hi,


We are experiencing an issue where inbound emails are generating multiple activities for Service Request. We increased the logging on the CommInboundRcvr component, and were able to reproduce the problem. On initial analysis the problem appears to be in a custom business service step of the 'Update Sub Process' ('eMail Response - SR Update' workflow process). This step is called after the activity gets created to send an email notification to the SR owner. It appears in each case where duplicate activities are being created, the logs are reporting that invocation of the Outbound Communications Manager business service's "SendMessage" method has failed due to a missing field: 'Job Short Name'. This "Job Short Name" field is a field on the Batch Job BC, and is derived from a join (S_SRM_ACTION). It represents (as the name implies) the "short names" for various Siebel components:

   select distinct (b.name) from s_srm_request a, s_srm_action b
   where b.row_id = a.action_id

   name                           
   ------------------------------
   GenTrig
   ListImportSvcMgr
   WfProcMgr
   AsgnBatch
   CommInboundRcvr
   CommOutboundMgr
   DbXtract
   EIM

   (8 row(s) affected)

However, the exact query criteria which apparently resulted in a failed join was not reported in the logs, so it is not clear exactly what the problem is.

Since this happens AFTER the activity is created, the result is additional activities get created when the process backs out with Error status, and apparently tries again at a later point (although the log files note that the failed events are renamed to *.error and "will not be reprocessed on response group reload" - which is confusing).

Can you please help?

Cause

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