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Troubleshooting Siebel Email Response

To resolve the problem, look for it in the list of Symptoms/Error messages in Table 16.

Table 16.  Resolving Siebel Email Response Problems
Symptom/Error Message
Diagnostic Steps/Cause

When I activate Siebel Email Response workflows in the Administration - Business Process screen, the following error appears:

Cannot activate workflow process '<ProcessName>' version [<VersionNumber>]. Make sure it has 'In Progress' status.

Verify the status of the workflow process that you are trying to activate.

Make sure the workflow process has the correct status. You cannot activate a workflow process unless it has a status of In Progress.

If the status of the workflow is not Active, see Activating Workflow Processes.

The Communications Inbound Receiver and Communications Inbound Processor server tasks stop and nonreal-time email processing stops.


Use the Communications Inbound Events view to begin diagnosing nonreal-time processing errors. For more information, see Resolving Nonreal-Time Processing Problems.

Reprocessing emails in siebsrvr/bin/queued is not working automatically.

An email failed after not being processed correctly.

Resubmit the failed email. For information on how to perform this task, see Resubmitting a Request.

Unable to find definition for CommOutboundMgr component.

The Communications Outbound Manager server component is not synchronized correctly.

To resolve this error, synchronize the batch components on the Siebel Server. For more information, see Synchronizing Batch Components.

Communications Inbound Receiver error.


Use the Component Statistics and State Value view tabs to trace the last encountered error in Communications Inbound Receiver. For more information, see Using the Component Statistics and State Value Views.

I set up and started my response group. However, I do not see a reply to my inbound email.

Possible causes for this problem could be:

  • The POP3 parameters could be wrong.
  • The Communication Outbound Manager may not be operating.
  • The Communication Outbound Manager is running and operating but I still do not see any reply email.
  • The Communications Inbound Processor may not be running.

For a list of possible solutions to this problem, see Resolving Response Group Issues.

I set up a number of response groups and wanted to increase this number. However, I found that I reached a limit of response groups that could be created.

Possible causes for this problem could be:

  • Resources limitations.
  • Each response group could spawn a preconfigured number of threads. Therefore, the thread limitation could play a role.

There is no known limitation on the number of resource groups that can be created, and the only limitation will be on resources available for each response group.

I believe I set up everything correctly for Fax but I am not able to see the incoming fax when I use F9 Fax.

The fax server or fax machine could be incorrectly set up.

Two possible solutions to this problem are:

  • Try dialing the fax number to see whether it actually reaches the fax machine.
  • Send an email using a working email client with the exact syntax from Siebel Send Fax. Then, check to see if you receive the fax.

I created an outbound email or fax request but I did not receive the email or fax.

  • Communications Outbound Manager may not be running.
  • Communications Outbound Manager is running but there is error in sending emails.
  • Communications Outbound Manager is running but the email is sent to the wrong recipient.

The following list contains possible solutions to this problem.

  • Check the outbound request to see if it has a Status = Success.
  • If the Status is not Success, check for errors in either the Request view or the log file.
  • If the log file indicates an error but did not provide enough information about the error, increase the event log level for Communications Outbound Manager.

I perform an F9 Send Mail from Microsoft Outlook on a contact. After I send the email, the activity still has a Status = Queued.

An activity has been created (otherwise you would not see the email). The question is whether the right contact is associated with the email.

A possible way to diagnose and solve this problem is:

When you press F9 Send Mail and go into Microsoft Outlook before sending the email, you create an activity. You could go back to the contact where you pressed F9 Send Mail and drill down on the contact name and then click the Activity view tab. You should see a new activity. The status of the activity should be Queued. Once you send the email , the status of the activity should change to Done. If the activity status remains Queued and you do not see an error after clicking the Send button, you should close all Internet browsers and clean all downloaded objects.

NOTE:  To delete all objects from Internet Explorer, go to Tools > Internet Options > Setting > View Objects.

Sometimes, you may need to go to C:\WINNT\Downloaded Program Files and physically remove all objects from there. After doing this, restart the application.

I perform an F9 Send Mail on a contact from Microsoft Outlook. After I send the email, I do not see an activity being associated with the email.

The correct statement should be that previously created activity records were removed.

Two possible solutions to this problem are:

  • An activity record will be created once you press F9 Send Mail and go into Microsoft Outlook. After finishing your email and possibly add or removing a contact, you click the Send button to send the email. Once you send the email, there is a script in the form that notifies the Siebel Server to update all email information including the contact list, the email subject and the email content. In a preconfigured application, the script will first remove all existing contacts from the activity and then add any new contacts based on the new contact list from Microsoft Outlook. The contact information from Microsoft Outlook could be in the following format:
    • Firstname LastName
    • Firstname LastName<>
  • On the server side, the server code will use (1) Firstname, Lastname, emailaddress as search criteria against the contact table. If there is a match (either single or multiple), the server code will also associate the first found contact it finds with the activity. Therefore, if you think there is no association to the contact of your choice, check your database to see if you have multiple entries of the same first name, last name or email address.

While viewing My Communications, I chose to reply to an email, the status of which was Done, and I was taken to the Communication Response view. However, at this stage, I decided to cancel the response using the Cancel button, and I returned to the My Communications list. However, the status of the Email was set to In Progress, even though I cancelled the reply.

  1. Navigate to the Communications screen > Communications List view.
  2. Select an email, the status of which is set to Done.
  3. Click Reply.

    You are brought to the Communication Response view.

  4. Click Cancel.
  5. Navigate to the Communications screen > Communications List view, and query for the email for which you just cancelled the reply.

    The status will have changed to In Progress instead of Done even though the reply was cancelled.

The My Communications view contains emails which have either a status of Done (as in some action has been taken and the email has been replied to) and Not Started (where the email has no action taken or has not been replied to by the user) among others.

When you choose to reply to these communications using the Reply button, the status changes from the original status to In Progress.

If you then cancel at this point, the status is not changed back to the original status of Done or Not Started, but remains In Progress.

The only way rectify this, at the moment, is to manually change the status back to the original status.

Siebel Email Response Administration Guide