Strange title isn’t it but I think this is one of the most important info that I am going to provide regarding Siebel eMail Response functionality. I have already written couple of article explaining about email response so you can see those from the links below

In this article I will tell you about a problem that I have come across time and time again and what comes out to a trivial issue of a missing email id.

Problem:

If an email is sent from an email id that doesn’t exists in Contact records in Siebel. eMail Response workflow starts failing and the SR or Activity records are not created.

 Reason:

One of the first things that Siebel eMail response does is to take from address in email and query it in contact records. If it is able to find the record it then proceeds but if it fails to get the record then it searches for an email address ‘unknown@unknown’.

If a contact record exists with email id as ‘unknown@unknown’ then it moves on to create an Activity or Service request (whatever you have configured) with that contact as owner and if it is not able to find such record workflow fails.

Solution:

              Or

  • Modify the workflow to look for such an email address that already exists.

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