Comm RN

SIEBEL eBUSINESS APPLICATIONS
SIEBEL
eCOMMUNICATIONS
RELEASE NOTES
SIEBEL 2000
Version 6.3, Rev. A
80PA1-RN01-06300
December 2000
Siebel Systems, Inc., 2207 Bridgepointe Parkway, San Mateo, CA 94404
Copyright 2000 Siebel Systems, Inc.
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Siebel eCommunications Release Notes
Contents
Chapter 1. Introduction
Release Package Contents ...........................................................1-2
Siebel eBusiness Applications Client Programs.........................................1-3
Siebel eBusiness Applications Server Programs........................................1-3
Siebel eBusiness Applications UNIX Server Ancillary Programs .............1-4
Documentation ...........................................................................................1-4
Online Help ................................................................................................1-5
Chapter 2. Sample Database and Responsibilities

Sample Database ...........................................................................2-1
Predefined Responsibilities..........................................................2-3
Chapter 3. Supported Platforms

Supported Platforms .....................................................................3-1
Database and Enterprise Server Environments ..........................................3-1
Web and Enterprise Server Environments ................................................3-1
Siebel CORBA Object Manager ................................................................3-3
Chapter 4. Known Anomalies

Siebel eBusiness Applications ....................................................4-1
Installation..................................................................................................4-1
Version 6.3, Rev. A Siebel eCommunications Release Notes iii

Introduction
Release Package Contents
Siebel Client Operation ..............................................................................4-5

Siebel D&B Integration Solution ...............................................................4-6
Siebel Expense Reporting ..........................................................................4-7
Siebel Incentive Compensation ..................................................................4-8
Siebel Reports/Siebel Reports Server.......................................................4-10
Siebel Search ............................................................................................4-12
Siebel Sync...............................................................................................4-18
Siebel Data Quality ..................................................................................4-23
Siebel Distance Learning..........................................................................4-24
Siebel Assignment Manager.....................................................................4-25
Siebel Anywhere ......................................................................................4-26
EAI Server Components...........................................................................4-27
Siebel Workflow ......................................................................................4-27
Siebel eCommunications............................................................ 4-30
Documentation .........................................................................................4-30
Upgrading from SCE 6.0.1 to SCE 6.3 ....................................................4-31
Siebel Messaging......................................................................................4-32
Siebel Audit Trail .....................................................................................4-32
Siebel Client Operation ............................................................................4-33
Calendar ...................................................................................................4-34
Interface Tables ........................................................................................4-37
Integration ................................................................................................4-37
Product Configurator................................................................................4-39
Service Orders ..........................................................................................4-39
Pricer ........................................................................................................4-40
Price Lists.................................................................................................4-40
eCommunications Wireless......................................................................4-40
Siebel eCommunications .COM Applications..........................................4-41
iv Siebel eCommunications Release Notes Version 6.3, Rev. A

Introduction
Siebel eSales ............................................................................................4-41

Siebel eChannel........................................................................................4-42
Siebel eConfigurator ................................................................................4-43
Siebel eService, eCustomer......................................................................4-44
Siebel eCommunications Marketing ........................................................4-45
Siebel eBusiness Analytics ......................................................................4-46
Siebel .COM Applications ...........................................................4-48
Configuring .COM Applications Server Components .............................4-48
Siebel eSales ............................................................................................4-48
Siebel eService .........................................................................................4-50
Siebel eMail Response .............................................................................4-52
Siebel eChannel........................................................................................4-53
Siebel eCollaboration ...............................................................................4-60
Siebel eTraining .......................................................................................4-62
Security ....................................................................................................4-63
Siebel Sales ..................................................................................4-64
Product and Revenue Forecasting ............................................................4-64
Order Entry ..............................................................................................4-64
Products....................................................................................................4-64
Quotas & Incentives.................................................................................4-65
Performance .............................................................................................4-65
Siebel Sales Web Client ...........................................................................4-66
Siebel Marketing ..........................................................................4-69
Installation................................................................................................4-69
Marketing Adminstration .........................................................................4-69
Marketing Programs.................................................................................4-70
Marketing Server......................................................................................4-71
Version 6.3, Rev. A Siebel eCommunications Release Notes v

Introduction
Siebel eMarketing ........................................................................ 4-71

eMarketing Home Page ............................................................................4-71
Siebel eBusiness Analytics........................................................ 4-71
Siebel eIntelligence ..................................................................................4-71
eBusiness Data Warehouse ......................................................................4-73
Siebel Service and Siebel Call Center ....................................... 4-73
Siebel Campaigns.....................................................................................4-73
Service Requests ......................................................................................4-74
Quality Management ................................................................................4-74
Siebel Field Service..................................................................... 4-75
Assets .......................................................................................................4-75
Siebel Barcode .........................................................................................4-75
Mobile Synchronization ...........................................................................4-76
Orders.......................................................................................................4-76
Siebel Preventative Maintenance .............................................................4-77
Siebel Logistics Manager .........................................................................4-77
Siebel Repair ............................................................................................4-77
Warranty...................................................................................................4-78
Dispatch Board.........................................................................................4-78
Activities ..................................................................................................4-78
Replenishment..........................................................................................4-79
Siebel eBusiness Application Integration ................................ 4-79
MQ Transport...........................................................................................4-79

Siebel Connector for SAP R/3 ............................................... 4-80
Account Order History .............................................................................4-80
SAP IDOC Receiver.................................................................................4-80
Siebel Connector for WebSphere Commerce Suite................. 4-81
vi Siebel eCommunications Release Notes Version 6.3, Rev. A

Introduction
Installation................................................................................................4-81
Siebel Connector for SAP R/3 Compatibility.....................................4-81
Order Integration......................................................................................4-81
Read Only Orders.....................................................................................4-82
Siebel Configurator .....................................................................4-82
Configuration Assistant............................................................................4-82
eConfigurator ...........................................................................................4-83
Configuration Designer ............................................................................4-85
Siebel Configurator Not Supported with Thin Client for Windows.........4-87
Siebel Pricer .................................................................................4-88
Siebel Price Lists......................................................................................4-88
Log File ....................................................................................................4-88
Locked Pricing Models and Siebel eChannel...........................................4-88
Pricing Comments for Aggregate Rules in eSales and eChannel.............4-89
Quotes and Orders Views and Promotional Price ....................................4-89
Siebel eSales ............................................................................................4-89
Siebel Professional Services......................................................4-90
Time Sheets..............................................................................................4-90
Time and Expense Reporting ...................................................................4-90
Siebel eBriefings..........................................................................4-90
Login ........................................................................................................4-90
Siebel Communications Server..................................................4-91
Siebel Communications Server ................................................................4-91
Siebel Paging............................................................................................4-91
Siebel Computer Telephony Integration ..................................................4-91
Outbound Requests ..................................................................................4-93
Siebel Enterprise Server .............................................................4-94
Version 6.3, Rev. A Siebel eCommunications Release Notes vii

Introduction
Supported Code Pages..............................................................................4-94

Server Manager ........................................................................................4-94
Siebel Enterprise Integration Manager .....................................................4-95
Siebel Remote ..........................................................................................4-99
Siebel Replication Manager ...................................................................4-100
Other Server Functions...........................................................................4-101
Siebel Tools ............................................................................... 4-101
Application Configuration......................................................................4-101
Siebel eScript .........................................................................................4-102
Object Interfaces ....................................................................................4-103
Database Extensibility............................................................................4-103
Upgrading Siebel eBusiness Applications ............................. 4-103
Acceptable Error Messages ....................................................................4-103
Upgrading on DB2 UDB........................................................................4-103
Acceptable Error Messages ....................................................................4-104
viii Siebel eCommunications Release Notes Version 6.3, Rev. A

Introduction 1
Siebel Systems is proud to introduce Siebel 2000, Version 6.3the latest release of Siebel
eBusiness Applications.
Siebel Systems provides the industrys most comprehensive family of multichannel

eBusiness applications and services enabling organizations to sell to, market to, and
service their customers across multiple channels, including the Web, call centers, field,
resellers, retail, and dealer networks. Organizations using Siebel eBusiness Applications
can create a single source of customer information that can be used to tailor product and
service offerings to meet the unique needs of each customer.
Proven eBusiness Experience
With best-of-class functionality in every category of eBusiness application software,

coupled with a proven array of around-the-clock global services, Siebel has assisted
organizations of all sizes in becoming successful eBusinesses.
Siebel eBusiness product and service offerings enable organizations to develop new
customer relationships, profitably serve existing customers, and integrate their systems
with those of their partners, suppliers, and customers, regardless of their location.
Siebel eBusiness Applications Documentation
For complete details about the software and hardware platforms supported by this release,
see Siebel System Requirements and Supported Platforms.
Siebel eBusiness Applications documentation is available on the Siebel eBusiness

Applications Bookshelf CD-ROM. For updates to your Siebel 6.3 documentation and to
these release notes, go to http://supportweb.siebel.com. You will be asked to provide your
username and password provided to you by Siebel Support Services
(support@siebel.com). From the SupportWeb homepage, select eBusiness Applications.
Version 6.3, Rev. A Siebel eCommunications Release Notes 1-1

Introduction
These release notes and the documentation updates on SupportWeb contain the most
current information available at the time of release of Siebel 2000 version 6.3. The
information contained in these release notes and on SupportWeb supersedes, for warranty
and other purposes, the contents of all other documentation accompanying this product. Be
sure to review the entire release notes and SupportWeb prior to installation to ensure a
smooth installation or upgrade process.
This document contains the following:
n Release Package Contents (in this Introduction)
n Sample Database and Responsibilities (Chapter 2)
n Known Anomalies (Chapter 3)

Your Siebel 2000 Version 6.3 package includes the following items:
n Siebel eBusiness Applications Client Programs CD-ROM. See below.
n Siebel eBusiness Applications AIX Server Programs CD-ROM. See below.
n Siebel eBusiness Applications Solaris Server Programs CD-ROM. See below.
n Siebel eBusiness Applications Windows Server Programs CD-ROM. See below.
n Siebel eBusiness Applications UNIX Server Ancillary Programs CD-ROM. See

below.
n Documentation. See below.
1-2 Siebel eCommunications Release Notes Version 6.3, Rev. A

Introduction
Siebel eBusiness Applications Client Programs

This CD-ROM contains the Siebel programs for all supported client platforms:
n Siebel Dedicated Client
n Siebel Data Bean
n Siebel OLEDB Provider
n Siebel Sync Software
n Siebel Thin Client for Windows
n Siebel Tools
n Client-side Ancillary Programs
Siebel eBusiness Applications Server Programs

The Windows Server Programs CD-ROMs contain the Siebel programs for the Siebel
Enterprise Server on the supported platform. You will receive one or more of these CDs,
depending on the products you have licensed. Each CD contains some of the Enterprise
Server programs supported by that platform, which may include:
n Siebel CORBA Object Manager
n Siebel .COM Applications
n Siebel Database Server
n Siebel Enterprise Connectors
n Siebel Gateway Server
n Siebel Marketing Database Server
n Siebel Marketing Server
n Siebel Report Server

Introduction
n Siebel Server
For the Windows NT platform, the Server Ancillary Programs are provided on the
Windows Server Programs CD.
Siebel eBusiness Applications UNIX Server Ancillary Programs

This CD contains the ancillary programs provided by Siebel for the UNIX Enterprise
Server platforms supported by this release.
Documentation
The Bookshelf for Siebel eCommunications 6.3 CD-ROM provides online versions of the
Siebel eCommunications Applications product documentation. Documentation for
Ancillary Programs is included in the \ThirdParty directory on the Bookshelf for Siebel
eCommunications 6.3 CD-ROM.
In addition to the online documentation on the Siebel Bookshelf, the following printed
documentation is included in your Siebel 2000 package:
n Welcome Package. Includes the Welcome Letter, Bill of Materials, License Keys, and
Siebel Data Model Reference Nondisclosure Agreement.
n Siebel eCommunications Administration Guide
n Using Siebel eCommunications
n Siebel eCommunications .COM Applications Guide
n Siebel Server Installation Guide
n Siebel Client Installation and Administration Guide
n Guide to Siebel Global Services
n Siebel Basics

Introduction
Online Help
Siebel Systems provides an online help system for each of its products. If you customize
your Siebel product, you may also choose to customize the online help system so that it
accurately reflects your implementation.
Online help for your product is provided in two forms:
n A compiled online help system, which is installed with the product.
n Source files for the compiled online help system, called the Help SDK, which are
available on the Siebel SupportWeb.
To customize the online help system shipped with your Siebel product, download the
appropriate Help SDK from the Siebel SupportWeb. The Siebel Online Help Developers
Guide, which provides instructions on how to customize the online help system, is
included in the Help SDK package.

Sample Database and Responsibilities 2
Sample Database
Siebel eBusiness Applications include a complete sample database for use in
demonstrating or evaluating the Siebel Dedicated Client and Siebel Tools. The sample
database includes a number of demo user accounts (Table 2-1), each with a predefined
responsibility that reflects the demo users position within the organization. Based on a
demo users responsibility, he or she is able to access certain views within Siebel
eBusiness Applications.
To log on as a listed user, double-click the icon for the listed application in the Siebel
Client program group. Applications listed as Demo will automatically log the indicated
user in to the sample database. For the other applications, enter the username and
password in the logon dialog and choose Connect to: Sample.
Note that the license key associated with the sample database will expire approximately
12 months after the Siebel 2000 release date. You are not licensed to use the sample
database after this point.

Sample Database and Responsibilities
Sample Database
Table 2-1. Selected Siebel eBusiness Applications Demo Users
Username / Responsibilities Application

Password
SADMIN Siebel Administrator Any
HALACON Field Sales Representative Siebel Sales Demo
VSILVER Field Sales Representative, Sales Manager Siebel Sales
SMARTIN Customer Service Manager Siebel Service
SREILLY Customer Service Representative Simple Siebel Service Demo
CALLEN Call Center Administrator Siebel Call Center
CMUELLER Channel Manager, Partner Administrator Siebel Call Center
TSMITH Telesales Representative Simple Siebel Call Center
CCONWAY Telesales Representative, Consultant Siebel Call Center Demo
FROBERTS Field Service Engineer Siebel Field Service Demo
CWILSON Field Technician Siebel Field Service
JPHILIPP Logistics Manager Siebel Field Service
ESTOCK Warehouse Clerk Siebel Field Service
CCOHEN Consultant Siebel Professional Services
PLEWIS Consulting Manager, Field Sales Siebel Professional Services

Representative

Predefined Responsibilities
A responsibility in Siebel consists of a collection of views. By defining responsibilities
and associating users with them, you limit user access to views and, therefore, to your
Siebel applications information and functions. For example, the Siebel Administrator
responsibility is composed of all views, so a user assigned the Siebel Administrator
responsibility will be able to access all Siebel views and functions.
When defining your organizations responsibilities, you may prefer to start with the
predefined responsibilities (Table 2-2) included in the Siebel application. Though the
original predefined responsibilities cannot be edited, the responsibility records (which
include the associated views) can be copied, and the copied version customized by adding
or deleting views. For more information on defining responsibilities, see the Siebel
Applications Administration Guide.

Table 2-2. Predefined Responsibilities
Responsibility Included Views
Account Representative Includes accounts, contacts, opportunities, calendar, forecasting, and

encyclopedia views.
Call Center Administrator Includes CTI, Assignment Manager, and scripting views and views for
campaign authoring.
Channel Executive Includes all Channel Manager views, plus additional views suitable for
an executive in the indirect channel organization.
Channel Manager Includes views for a manager responsible for one or more partners in the
indirect channel. Includes pertinent administration views.
Channel Marketing/Operations Includes views for a manager responsible for marketing and operations
Manager through the indirect channel. Includes pertinent administration views.
Compensation Plan Includes administration views for designing and managing

Administrator compensation plans.
Consultant Includes views for a service consultant who monitors project

assignments and enters time and expenses.
Consulting Manager Includes views for a business development manager who manages
professional services projects.
Customer Service Manager Includes views for a manager within an inbound call center.
Customer Service Includes views for an agent within an inbound call center.
Representative
Customer Service Includes a streamlined set of views for an agent within an inbound call
Representative - Simple center.
Delegated Customer Includes views for creating and maintaining registered customer users
Administrator of .COM Applications who are associated with administrators
company. Does not include any eChannel views.

Employee Portal User Includes HTML views available for all employees accessing the
Employee Portal.
Field Sales Representative Includes accounts, contacts, opportunities, calendar, forecasting, and
encyclopedia views.
Field Service Engineer Includes a streamlined set of Siebel Field Service views for a mobile
service employee.
Field Service Manager Includes basic Siebel Field Service views for a service manager.
Field Technician Includes basic Siebel Field Service views for a mobile service user.
Logistics Manager Includes all Siebel Field Service views.
Message User Includes all Message Views: My Messages, My Created Messages,

Message Activities, Message Alerts, Message Attachments, Contact
Messages, Account Messages, SR Messages and Opportunity Messages.
Mid-Market Sales Includes base Siebel Sales views plus calendar views.
Representative
Multi-Organizational Manager Includes all views that span across many organizations.
Partner Administrator Includes all licensed Siebel eChannel HTML views, including
administration views that allow a delegated administrator to add and
modify eChannel users at the partner company.
Partner Relationship Manager Includes HTML views to enable a channel partner employee to manage
the relationship with the vendor company.
Partner Sales Manager Includes HTML views available to a sales manager at a channel partner
company.
Partner Sales Rep Includes HTML views available to a sales representative at a channel
partner company.

Partner Service Manager Includes HTML views available to a service manager at a channel
partner company.
Partner Service Rep Includes HTML views available to a service representative at a channel
partner company.
Product Development Includes service and quality views for an engineer involved in product
Engineer development.
Product Development Includes service and quality views for a manager involved in product
Manager development.
Project Administrator Includes the project mappings, project administration, and other views
for a system manager responsible for data cleanliness.
Project Subcontractor Includes time, expenses and project assignment views for a
subcontractor.
Registered Customer Includes registration-required views for .COM Applications to allow

customers to create orders. Does not include any eChannel views.
Reports User Includes all Report Server views.
Sales Administrator Includes all Siebel Sales administration views (marketing, territory, and
application administration).
Sales Manager Includes Field Sales Representative views plus My Teams views.
Siebel Administrator Includes all views across Siebel eBusiness Applications.
TAS Includes accounts, contacts, opportunities and TAS views.
Telesales Representative Includes views for an agent within an outbound call center.
Telesales Representative Includes a streamlined set of views for an agent within an outbound call
Simple center.

Time & Expense Reporting Includes all time sheet, expense reports, and communications (requests
and packages) views.
Unregistered Visitor Includes all browseable views for visitors to .COM Applications. Does
not include any eChannel, administration or registration-required views.
Warehouse Clerk Includes a limited set of Siebel Field Service views for inventory,
logistics and order processing.

Supported Platforms 3
Supported Platforms
This section contains information on the hardware and operating system platforms
supported by this release of Siebel eBusiness Applications. This information is a
supplement to that found in the System Requirements and Supported Platforms Guide.
Database and Enterprise Server Environments

The System Requirements and Supported Platforms Guide lists the exact hardware and
operating system platforms supported by the Database Server and Enterprise Server in this
release. The Database and Enterprise Server platforms may be combined as follows:
n The Enterprise Server on Windows NT operating against any of the supported

Database Server platforms.
Web and Enterprise Server Environments

The supported Web and Enterprise Server platforms may be combined in one of three
environments in this release:
1. Homogeneous environments, in which the Gateway Server, Siebel Server(s), and web
server(s) are all deployed on the same platform. This release supports the following
homogeneous deployments:
a Web server on a supported Windows NT platform, with the Gateway Server and
Siebel Server(s) deployed on Windows NT.
b Web server on a supported Solaris platform, with the Gateway Server and Siebel
Servers deployed on Solaris.

Supported Platforms
Supported Platforms
c Web server on a supported AIX platform, with the Gateway Server and Siebel
Servers deployed on AIX.
2. Mixed Enterprise Server environments, in which the Gateway Server, web server, and
Siebel Servers operating the Application Object Manager are all deployed on the same
platform. Additional server components can be operated on Siebel Servers running on
this same or a second platform, although all Application Object Manager instances
used by the .COM applications must operate on Siebel Servers deployed on the
common platform.
This release supports two Mixed Enterprise Server environments:

a Gateway Server and Siebel Server(s) running the Application Object Manager
deployed on AIX, with the web server deployed on a supported AIX platform.
Additional server components operating on Siebel Server(s) deployed on AIX
and/or Windows NT.
b Gateway Server and Siebel Server(s) running the Application Object Manager
deployed on Solaris, with the web server deployed on a supported Solaris
platform. Additional server components operating on Siebel Server(s) deployed
on Solaris and/or Windows NT.
3. Mixed Enterprise/Web Server environment, in which the web server is deployed on a

platform different from the Enterprise Server components, which are all deployed on a
common platform. This release supports two mixed Enterprise/web server
environments:
c The web server deployed on a supported AIX platform, with the Siebel Gateway
Server and all Siebel Servers deployed on Windows NT.
d The web server deployed on a supported Solaris platform, with the Siebel
Gateway Server and all Siebel Servers deployed on Windows NT.

Supported Platforms
Supported Platforms
Siebel CORBA Object Manager
Supported ORBs
The Siebel CORBA Object Manager supports only the IONA ORB listed in the System
Requirements and Supported Platforms Guide.

Known Anomalies 4
Siebel 2000 version 6.3 is a high-quality product that has received extensive quality
assurance testing. This chapter provides a list of the anomalies known at the time of
product release and the associated defect number.
Siebel eBusiness Applications
Installation
Siebel Server Installation

Siebel eBriefings and eContent License Agreements
If you elect to install either the eBriefings or eContent modules of the Siebel Server, but
refuse the terms of the license agreement, you must select "No" three times to exit the
installer. (12-1Z4PMA)
Co-Location of Gateway Server and Siebel Server on Windows NT

If the Siebel Gateway Server and Siebel Server are co-located on the same Windows NT
server, the Siebel Server may fail to start automatically, because it does not wait for the
Gateway Server Windows NT Service to start first. There are two possible resolutions to
this issue:
1. Following each reboot, manually start the Siebel Server Windows NT Service once
the Gateway Server NT service has been started.
2. Use regedit to add the correct dependency to the definition of the Siebel Server
Windows NT Service as follows:

Known Anomalies
a Locate the key

HKEY_LOCAL_MACHINE\SYSTEM\CurrentControlSet\Service
s\SiebSrvr_<enterprise_name >_<server_name>,
where <enterprise_name > is the name of the Enterprise Server and

<server_name > is the name of the Siebel Server(s).
b Add a string value called DependOnService with a value of gtywyns under

the key. (12-27TPIF)
Setting of Permissions on Pre-Existing /Siebel Directory

If the Set-Group-ID-On-Execution permission is set on an already-existing
/Siebel root directory, the subdirectories created during installation will inherit this
setting, causing installation problems. Avoid setting Set-Group-ID-On-Execution
where the /Siebel installation directory is pre-created.
Siebel Client Installation

Siebel Thin Client Installer Select Components Screen
In the Siebel Thin Client installer, navigation to and from the Load Balancing screen does
not always flow correctly when performing a Custom installation. (12-1CUVZ1 and
12-1CUVYX)
Uninstalling from Siebel Tools Installer

If the Siebel Tools (Client) installer detects an existing installation of Siebel Tools in the
specified installation directory <Installation Directory>, you will be prompted about
whether you want to remove the existing application. Choosing Yes results in an error
message that reads, Unable to uninstall the Siebel application in <Installation
Directory>. Please choose another installation directory.

Known Anomalies
To workaround this situation and properly uninstall an existing Siebel Tools application,
the user should perform the following steps:
1. Respond, No to the previously described prompt.
2. When the Setup type screen appears next, select Cancel to exit the Siebel Tools
installer.
3. Uninstall the existing Siebel Tools Client application using Add/Remove Programs,
which can be found in Windows Control Panel. (12-1E64ER)
Siebel Packager
The Add button in the Siebel Packager does not function if you attempt to specify a filter,
such as *.exe, when adding files to a package. Use the default filter of *.* to successfully
add files. (12-1PI6J9)
Windows 95 Platform Requirements

On the Windows 95 platform, installation of the Microsoft Data Access Components
(MDAC) distributed with the Siebel eBusiness Applications and required for Siebel
Dedicated Clients and Siebel Tools may require an additional component, DCOM95. This
component is installed by many popular Microsoft applications, including Internet
Explorer. It is also available in a dedicated installer from Microsoft. (12-1QA8YI)
Closing All Siebel Applications Before Invoking Siebel Packager

Before invoking the Siebel Packager to create a Siebel Client package, any Siebel
applications that may be open or running should be closed. Otherwise, it is possible that
the Siebel Packager may improperly create package files with lengths of zero (0) bytes,
corrupting the Siebel Client installation. If this occurs, you should reinstall the Siebel
Client and recreate the Siebel Client package. (12-1ILCLC)

Known Anomalies
Unnecessary Prior Upgrade Warning Appears

When downloading an upgrade using the Siebel Upgrade Wizard, the message shown
below may appear. It refers to a prior upgrade or initialization that did not complete, even
though no such prior upgrade or initialization was attempted or exists. If such a message
appears, you should ignore it and click the OK button to continue the upgrade process.
(12-1E0HH8)
Siebel Enterprise Server Installation

Forced Restart of Siebel Gateway Server Installation
Under some conditions, the Siebel Gateway Server installation on Windows NT may
prompt you to reboot the machine. After doing so, the following screen may appear:
The Gateway Server installer starting before a dependent Windows NT service causes this
error. Simply re-launch the Siebel Gateway Server installer and progress through the
installer screens in the standard fashion. (12-1KT804)

Known Anomalies
General Installer Behavior

Installer Appears to Stop
If the installer for any Siebel component appears to stop during file copy, it may be due to
a hidden installer dialog screen that is awaiting a response from the user. Moving the
status screen may reveal a hidden installer screen that prompts for approval for overriding
a lock file or for rebooting the system to complete the installation. If such a screen
becomes visible, answering the question in the dialog box will allow the installation
process to resume. (12-1BI2PN)
Siebel Client Operation
Siebel Dedicated Client

Support for Multiple Instances
Siebel supports multiple concurrent Dedicated Client instances operating on the same
machine. The number of instances that can execute concurrently will be limited by the
amount of memory available on the machine and the number of handles that the operating
system makes available for user interface resources. On the Windows NT client platform,
the Siebel Client will purposely delete the Screens menu when these handles become
depleted in order to free additional resources. Should you encounter this situation
regularly, you should consider upgrading your client machines to Service Pack 6A
(SP6A). This increases the number of supported handles, or increasing the size of your
desktop heap by editing the registry, as described in Microsoft article Q126962.
(12-1CH14A)
Empty Bitmaps
Using an empty company logo bitmap with the application will cause the Dedicated Client
to crash on launch. Ensure that all bitmaps have contents. (12-28OQHQ)

Known Anomalies
Siebel Thin Clients

Launching Thin Client for Windows in Internet Explorer on
Windows 2000
On the Windows 2000 client platform, you must modify the configuration of the Microsoft
Internet Explorer web browser to ensure that the Siebel Thin Client for Windows will
launch correctly if a browser window is already open. Complete these steps to configure
Microsoft Internet Explorer:
1. Double-click on My Computer on the desktop.
2. Select Folder Options from the Tools menu.
3. Select HTM/HTML file type and click on Advanced.
4. Set one of the following preferences:

a Select Open from the list of Actions and click on Set Default. This will open
the Siebel Thin Client for Windows (or any other HTM or HTML file) in the
already-open browser window when it is launched.
b Select Opennew from the list of Actions, click Edit, and then deselect Use
DDE. This will cause the Siebel Thin Client for Windows to open in a new
window in a different process.
(12-1ED5VU)
Application Exit on Netscape Navigator

Logging into and out of the Siebel Thin Client for Windows several times in a row may
result in the application exiting on the Windows 95 and 98 platforms. (12-Y11R1)
Siebel D&B Integration Solution
Promoting from List Manager

When you promote a D&B contact from List Manager, the contact, account name and site
will be promoted into the Siebel accounts table. However, if you then change the Site field
of an account, the account can no longer be updated with D&B data. (12-LWFJ0)

Known Anomalies
Promoting Corporate Family Accounts

When the Promote Account Family button is click in the Corporate Family view, the fact
that the accounts are promoted is not reflected visually i.e. the account names are not
hyperlinked and the promote flag is not checked. Click on another view and then return to
the Corporate Family view. The D&B Corporate Family Applet is updated to show that
the previously selected Account Family has been promoted; the Promoted Flag is now set
and the Account Names are hyperlinked. (12-26SA5G)
Siebel Expense Reporting
Acceptable Status
Status of an expense report may go to acceptable if using the Undo Record functionality.
If an approver who does not have enough approval authority approves and expense report,
the second level approver rejects the expense report, then uses the Undo Record
functionality, the status of the expense report will move to Acceptable. If this scenario is
encountered, the report should be revoked in the Approved Expense Reports view. (12-
1QMSRC)
Email Notification
Email Sent on Record Update
When time sheets or expense reports are in either Submitted, Approved or Next Approved
statuses, an email will be sent to the individual identified in the Submit To field anytime
the report header record is updated. (12-198QU7)

Known Anomalies
Siebel Incentive Compensation
Adjustments
Displaying Manual Adjustments
Manual adjustments made to a Calculation Workbook Item will not be displayed in the
Compensation Statement for the sales representative. To display the manual adjustment
record in the Compensation Statement view, make the following changes in Siebel Tools.
Set the Link Specification property to TRUE for field 'Calculation Payment Id' in the
'Incentive Compensation Calculation Workbook' business component. Then set the Pre-
default Value for the 'Employee Position Payout Id' for the 'Incentive Compensation
Calculation Workbook Item' business component to Parent: 'Incentive Compensation
Calculation Workbook.Calculation Payment Id'. (12-2A15N3)
Price Lists Not Copied to Adjustment

When creating an adjustment record, the price list is not copied over to the adjustment
record. Users can re-select the price list on the adjustment record. To enable the price list
to be copied to the adjustment record make the following configuration change in Siebel
Tools: Select the business component 'Incentive Compensation Transaction Workbook'.
Within this business component select field 'PriceList Id' and for this field, set the Force
Active property to TRUE. (12-2AMJON)
Draws
Carrying a Draw Balance Forward
Within a Plan Period, a Plan Participant's Draw Balance will not carry forward
automatically from a Plan Period in which a Draw is defined to a Plan Period in which a
Draw is not defined. A workaround is to create a Draw of $0 for those periods within a
Plan for in you do not want a Draw to apply. (12-2H1ZGZ)

Known Anomalies
Hurdles
Selecting a Hurdle
Selecting a Hurdle> Text=<When selecting a hurdle for your incentive component you
should only select from those hurdles that have been added to your plan under Plan
Hurdles. (12-2C3E2N)
Use Long List When Adding Pick Fields

When adding picklist fields with many pick choices to the Transaction Workbook,
Transaction Workbook Item, Calculation Workbook, Calculation Workbook Item or
Payments Table, set the Long List option to TRUE to improve performance.
(12-1BEUQ2)
Plan Tracking
Moving Transactions to Calculation Workbook
In order to move a transaction to the Calculation Workbook with the Export button, at
least one position on the Transction Sales Team must be a compensatable position.
Positions can be marked as eligible for compensation in Position Administration. (12-
1PRWX3)
Adjustment from Order Not Imported

When importing orders from Siebel Order Entry to the Transaction Workbook, the import
will take the full order amount and will not include amount adjusted by the Total
Adjustment field. (12-1HT0ZJ)
Plan Design
Multiple Group Components
An error message will occur if a participant is included in multiple groups on the same
group component. Participants may belong to different groups on different group
components.(12-24EQFF)

Known Anomalies
Compensation Reports
Currency Conversions on Compensation Reports
Automatic currency conversions are not performed on any of the compensation reports.
The currency displayed in the report is the divisional currency of the participant. (12-
275OQ0, 12-27H22Z, 12-27LSVE, 12-28I6CZ)
Siebel Reports/Siebel Reports Server
Entering Wrong Password in the Report Server

In each Siebel session, the user needs to enter the report server logon parameters the first
time a report is run. When the logon parameters are correctly entered, the report would be
run on the report server and displayed in the client. However, if the user enters incorrect
logon parameters, subsequent reports will not be generated correctly. Therefore, the user
needs to logoff and enter Siebel application again to generate reports correctly. (12-
2E8PMZ)
Canceling Report Request in Thin Client

Reports can be interactively run in the Thin Client for Windows client by selecting a
report from the Reports Menu and then selecting the Run Now option in the dialog box.
The user may select the Cancel button in the viewer while the request is processed on the
Report Server. However, Cancel only applies to the display of the report in the Thin
Client. The report will be successfully generated on the Report Server and displayed in the
Completed Requests view. (12-1CT58O)
Supported Adobe Acrobat Versions

If you use Adobe Acrobat 4.x to print Siebel Reports saved in .PDF format, it is highly
recommended that you upgrade to version 4.05 or later. As documented by Adobe, the use
of earlier 4.x versions of Adobe Acrobat may result in incorrect printouts. (12-1CS7KS)

Known Anomalies
Reports with Dynamically Generated Organizational

Charts
A small number of Siebel Reports contain dynamically generated organizational charts.
These reports are supported only on the Siebel Dedicated Client. (12-16COEG)
Synchronizing Users
A new Siebel user may be added to the Report Server in the User Administration view

(Screens Reports Server User Administration) by selecting the user and then
clicking Synchronize One. A dialog box then appears asking the user to validate the
Report Server administrator login and password. After the user is synchronized, a message
box appears saying that the user was synchronized in Report Server. However, the title of
the dialog is shown as Error. (12-1ECXPE)
Smart Report Account Summary

The Smart Report Account Summary report may not generate the report when run against
large data sets (500 pages or more). (12-1FNHXR/12-WEMYO)
Viewing Reports using a Netscape Browser

1. In the Netscape browser, select Edit Preferences from the tool bar.
2. From the pop-up window, select Fonts under Appearance in the menu on the left part
of the menu.
3. From the right part of the pop-up window, select for Variable Width Font Helvetica
(Adobe), and Size 10.0 from the dropdown lists.
4. Check the option Use my default fonts, over-riding document-specified fonts.
5. Select OK in the pop-up window, exit Netscape browser and launch the browser again
to view reports.
NOTE: Actuate 4.0 is integrated with Siebel 2000 eBusiness Applications.

Known Anomalies
Using Search Button in Reports Viewer

The Search button in the reports viewer user interface enables searching for strings/values
in the report fields. When a search is being performed, the reports viewer may exit if the
left mouse button is clicked anywhere in the window.
Siebel Search
Installing Siebel Fulcrum SearchServer 3.7e

The following instructions describe two additional Fulcrum patch installations that must
be applied to the regular Fulcrum SearchServer 3.7e install on all Siebel Dedicated Client
machines that use Siebel Search:
n FTMF 5.2.1 Service Pack 1 for Fulcrum SearchServer 3.7e
n Supplemental patch files for Fulcrum Service Pack 1
FTMF 5.2.1 Service Pack 1 Installation Instructions

The FTMF 5.2.1 Service Pack 1 addresses a number of issues discovered after
SearchServer 3.7E5 was released.
1. In the Windows (NT) Explorer, navigate to the thirdpty\enu\fulcrum\sp1 directory on

your Siebel Client Programs CD.
2. Double click on the setup.exe file to launch the Fulcrum SearchServer installer.
3. Follow the install instructions on screen.
4. Run fulview.exe to update your Fulcrum Viewer installation.
Patch Files for Service Pack 1 Installation Instructions

A number of issues were not addressed in FTMF 5.2.1 Service Pack 1. For example, you
cannot view a document by using the embedded Viewer functionality. Instead, you must
use the Launch functionality to open a document in the application that is associated with
it. In addition, during Fulcrum search table indexing, large .dil files are generated. This
supplemental procedure will resolve these issues.

Known Anomalies
1. Replace the following three files in the <fulcrum install directory>\bin

directory on the client with the files in the \thirdpty\enu\fulcrum\patches directory on
your Siebel Client Programs CD:
G ftmfsrv.exe
G ftdmf11n.dll
G ftdod11n.dll
2. Ensure the account setup (with username and password) has access to your Fulcrum
SearchServer Client Connector machine. Set up this account for your Client
Connector machine if necessary.
3. Ensure this account has the following user rights on the Fulcrum SearchServer Client
Connector NT machine:
Logon as a Batch Job
Logon as a Service
Act as part of the Operating System
Increase Quotas
Replace a Process Level Token
To add these user rights to the account, logon to your NT machine as administrator

and choose Start Programs Administrative Tools (Common) User Manager.
This will launch the User Manager application. To update user rights to allow Logon
as a Batch Job, do the following:
a Choose Policies User Rights. The User Rights Policy dialog box will then be
displayed.
b Ensure that the Show Advanced User Rights check box is checked.
c Right mouse click and select Logon as a Batch Job. Click Add... This will result
in the Add Users and Groups dialog box being displayed.
d Click Show Users to show all users.

Known Anomalies
e Highlight the user, then click Add. The user will be added in the Add Names
edit box.
f After selecting the users, click OK. You should see the users name appear in the
Grant to list box.
Repeat the same procedure to add the other required user rights.
4. Start the Fulcrum SearchServer Client Connector Service.
5. Set the second Connection Security Type Used if provided (Otherwise, the Default is
used) option in the Client Connector associated with the Fulcrum Server Service.
6. Provide the username and password for the account you just set up with the additional
user rights.
7. Start the Fulcrum SearchServer Service and the Client Connector. Client requests
coming in via this Client Connector should now be able to search on the tables that
are indexed on this central search server.
(12-1CIOLF)
Creating Fulcrum Index Tables for Records with Multiple

Organizational Visibility
The HTML Search Administration tools can only index records with one Organizational
ID. In cases where multiple Organizational IDs are attached to the same record, only the
primary Organizational ID is indexed. However, Fulcrum does provide a method to index
records with multiple Organizational IDs through manual indexing with script files. In
Siebel 2000, this affects the Literature and Products Search categories.
Thus, for a complete HTML Search on all records, the script files for the following Multi-
Org record tables need to be created manually: PLST_ES (eSales), OFFER_EM
(eMarketing), TLIB_ETR (eTraining), PLST_ECH (eChannel), and LIT_ECH (eChannel).
Follow the instructions below on how to create the search indices for these Multi-Org
records.
NOTE: Do not use the Submit button on the HTML Administration View for these tables.

Known Anomalies
Sample index scripts are templates used to create the Fulcrum index tables and can be
found on the Siebel 2000 Windows Server CD under the
\Thirdpty\enu\fulcrum\sample\scripts directory (i.e., *.fte and *.did
files). Using the HTML Search Administration tool, you should first create the Non-
Multi-Org index tables (e.g., SOLN_ESV, FAQ_ESV, etc.) before proceeding with these
special Multi-Org search indexing.
The following are step-by-step instructions on how to create these search index tables,
using the Literature index scripts as the example.
Copy the Lit_ech.did and Lit_ech.fte from your Siebel 2000 Windows
Server CD into a directory where your script files would be generated such as
<root>\eSearch\scripts.
Modify the .did file
1. Change the name of Lit_ech.did to <Your_eSearch_Table_Name>.did.
2. Make the following changes in the <Your_eSearch_Table_Name>.did file:

a For the DATASOURCE line, replace sample_2828 with your database
ConnectString value under the [Server] section in your dedicated client .cfg
file (e.g., uagent.cfg).
b For the USER line, replace SIEBEL with your database username.
c For the PASSWORD line, replace SIEBEL with your database user password.
d For each line beginning with COLUMN or JOIN, replace the word SIEBEL with
the TableOwner of the database you are connecting to. The TableOwner value
should be the same as the one under the [Server] section of your dedicated
client .cfg file.
3. Save and close this file.

Known Anomalies
Modify the .fte file
1. Rename the Lit_ech.fte file to <Your_eSearch_Table_Name>.fte.
2. Make the following changes to <Your_eSearch_Table_Name>.fte file:

a Replace every instance of the word LIT_ECH with
<Your_eSearch_Table_Name>. For example, Lit_MyCompany.
b For the line beginning with BASEPATH, replace the path with the path
containing this .fte script file. For example,
<Siebel_root>\eSearch\scripts.
3. Save and close this file.
Run the script files through ExecSql
1. Launch ExecSql from Programs Fulcrum ExecSql.

2. Under File Select Datasource, choose the one that matches your
<SearchConnectString> parameter setting in your .COM .cfg files (e.g.,
eservice.cfg, esales.cfg, etc) and your Fulcrum SearchServer ODBC
datasource as well.

3. Under File Open, navigate to the <Your_eSearch_Table_Name>.fte file
you modified in steps 5 - 7.
4. Click Run.
5. If an error message occurs on the unprotect table and drop table lines, just click
Continue.
Verify the table and check for completeness
1. Once it finishes, the Fulcrum search tables should be created under your
<Siebel_root>\eSearch\index directory.
2. Launch the dedicated client and navigate to the HTML Search Administration view.

Known Anomalies
3. Find the record for the eSearch table you have just created. The record should match
both the table name you just created under the name column as well as your
application (eChannel, eService, etc) under the application column. Using
LIT_ECH again, youd find the record with LIT_ECH in name and eChannel in
application.
4. Find the Manual Insert column and check it (TRUE).
5. The table should now be ready for HTML searches. Re-start your Siebel Server and
Web Server.
The above steps work exactly the same for the Literature and Product search tables with
the names swapped for steps 1, 2, and 5 (i.e., instead of Lit_ech.fte and
Lit_ech.did, use Plst_ech.fte and Plst_ech.did). (12-1E5GNG)
Initializing the Document Viewer

The viewer that is used for preview ing documents goes through an initialization process
the first time the viewer is launched in a Siebel session. After initialization, the user may
have to scroll down to view the document. (12-LNCFZ)
Siebel eSearch (HTML Search)

Searchable Business Components in eSearch
Siebel eSearch can be configured to search on any business component inside Siebel.
However, the search results applet does not filter out results based on personal, team, or
organizational visibility. One-to-many multiple-organizational visibility can be corrected
by following the procedure described in Creating Fulcrum Index Tables for Records with
Multiple Organizational Visibility above. Siebel Search, in some cases, is therefore
inappropriate to use for searching upon business components like service requests or
orders. If there is a requirement to search upon these business components, the Find
functionality should be used instead. (12-1EV2HK)

Known Anomalies
Full-Text Searching of Documents in eSearch

Siebel eSearch is currently only designed to search upon records in the Siebel database.
This means that searching on literature or other document-type records can be performed
as long as the files are in the Siebel file system as literature or attachment records. In this
case, search will be performed on the database records that are attributes of attached files,
not as full-text searching on the files themselves. (12-1POCRA)
Using Wildcards in eSearch

Wildcards (*) can be used at the beginning or end of search query terms. However, a
single wildcard cannot be used to get all records on a selected search category. This will
result in null results. In addition, the (?) character can be used in place of a character in a
search query word to include any characters in the location of the (?) symbol. This means
that query terms with a question mark at the end of the last word will look for the last
word as having one more character at the end of it in place of the (?) mark. This can result
in unexpected search results. (12-1L72TH)
Siebel Sync
Siebel Sync Installation

Required Siebel Sync software is automatically installed with the Siebel Dedicated Client.
Two issues may arise with this software:
1. Required DLLs may be missing on the client machine.
2. End users may wish to use this software with the Siebel Thin Client for Windows.
The instructions that follow explain how to address these issues for the various supported
client operating systems.
Missing Required DLLs

Certain files may encounter self-registration errors when installing the Siebel Dedicated
Client and the Siebel Thin Client. These files include:
n sscpumaconn.dll
n sscpumaapi.dll

Known Anomalies
n stcpumaapi.dll
n PilotConnector.fil
The Siebel Sync software requires recent versions of the system files comcat.dll and
atl.dll. If you receive error messages mentioning these files during the installation of either
client, you should install the latest versions, which are included on the Siebel Client
Programs CD-ROM in the \thirdpty\enu\ms_dlls directory, then re-install the Siebel client
or register them via the appropriate DOS commands specified below.
In order to guarantee that files with .dll extensions are visible, you should do the
following:
1. In a Windows Explorer window, select View from the upper menu bar.
2. In the drop-down menu that appears, select Options.

3. Click the Show all files button.
4. Uncheck the Hide file extensions for known file types box.
5. Click OK.
All file types should now be visible.
Installing the Required DLLs on Windows 95 or Windows 98
Please follow these instructions to install the files (assume c:\ to be the Windows home
drive);
1. To install the latest version of atl.dll, double-click the file atl.exe under the Windows
Client\Thirdpty\enu\ms_dlls directory and select Yes in the dialog box which
appears. This will install the correct version for your Windows platform. After doing
this, please verify that atl.dll was actually copied into the <drive>:\windows\system
directory.
2. To install the latest version of comcat.dll, copy the file comcat.dll from the Windows
Client\Thirdpty\enu\ms_dlls directory to your <drive>:\windows\system directory.

Known Anomalies
3. Register and run atl.dll and comcat.dll from an MS-DOS command prompt using the
following commands:
c:\windows\system\Regsvr32 C:\windows\system\comcat.dll
c:\windows\system\Regsvr32 C:\windows\system\atl.dll
Using with The Siebel Dedicated and Siebel Thin Client for Windows
If you install both the Siebel Dedicated Client and Siebel Thin Client for Windows on the
same machine, Siebel Sync will work only with the more recently installed client. If you
wish to instead use Siebel Sync with the earlier installed client, complete the following
steps:
To enable Siebel Sync for a previously installed Thin Client for

Windows client
Execute the following statements from an MS-DOS command prompt window or Start
Menu Run:
C:\windows\system\regsvr32 <WTCInstallDir>\bin\cxlserver.dll
C:\windows\system\regsvr32 <WTCInstallDir>\bin\sscpumaconn.dll
C:\windows\system\regsvr32 <WTCInstallDir>\bin\stcpumaapi.dll
C:\windows\system\regsvr32 <WTCInstallDir>\bin\PilotConnector.fil
Where <WTCInstallDir> is the full path, including drive letter, of your Siebel Thin Client
for Windows installation. The default directory is \Program Files\siebel\tclient.

Known Anomalies
To enable Siebel Sync for a previously installed Siebel Dedicated

Client
Menu Run:
C:\windows\system\regsvr32 <WTCInstallDir>\bin\cxlserver.dll
C:\windows\system\regsvr32 <SDCInstallDir>\bin\sscpumaconn.dll
C:\windows\system\regsvr32 <SDCInstallDir>\bin\sscpumaapi.dll
C:\windows\system\regsvr32 <WTCInstallDir>\bin\PilotConnector.fil
Where <SDCInstallDir> is the full path, including drive letter, of your Siebel Dedicated
Client installation. The default directory is C:\sea\client.
Installing the Required DLLs on Windows NT

Please follow these instructions to install the files (assume c:\ to be the Windows home
drive):
1. To install the latest version of atl.dll, double-click the file atl.exe under the Windows
Client\Thirdpty\enu\ms_dlls directory and select Yes in the dialog box which
appears. This will install the correct version for your Windows platform. After doing
this, please verify that atl.dll was actually copied into the <drive>:\winnt\system32
directory.
2. To install the latest version of comcat.dll, copy the file comcat.dll from the Windows
Client\Thirdpty\enu\ms_dlls directory to your <drive>:\winnt\system32 directory.
3. Register and run atl.dll and comcat.dll from an MS-DOS command prompt using the
following commands:
C:\winnt\system32\Regsvr32 C:\winnt\system32\comcat.dll
C:\winnt\system32\Regsvr32 C:\winnt\system32\atl.dll

Known Anomalies
Using with Siebel Dedicated Client and Siebel Thin Client for Windows
If you install both the Siebel Dedicated Client and Siebel Thin Client for Windows on the
same machine, Siebel Sync will work only with the more recently installed client. If you
wish to instead use Siebel Sync with the earlier installed client, complete the following
steps:
To enable Calendar/PIM Sync for a previously installed Thin Client for

Windows client
Menu Run:
C:\winnt\system32\regsvr32 <WTCInstallDir>\bin\cxlserver.dll
C:\winnt\system32\regsvr32 <WTCInstallDir>\bin\sscpumaconn.dll
C:\winnt\system32\regsvr32 <WTCInstallDir>\bin\stcpumaapi.dll
C:\winnt\system32\regsvr32 <WTCInstallDir>\bin\PilotConnector.fil
Where <WTCInstallDir> is the full path, including drive letter, of your Siebel Thin Client
for Windows installation. The default directory is \Program Files\siebel\tclient.
To enable Calendar/PIM Synch for a previously installed Siebel

Dedicated Client
Menu Run:
C:\winnt\system32\regsvr32 <WTCInstallDir>\bin\cxlserver.dll
C:\winnt\system32\regsvr32 <SDCInstallDir>\bin\sscpumaconn.dll
C:\winnt\system32\regsvr32 <SDCInstallDir>\bin\sscpumaapi.dll
C:\winnt\system32\regsvr32 <WTCInstallDir>\bin\PilotConnector.fil
Where <SDCInstallDir> is the full path, including drive letter, of your Siebel Dedicated
Client installation. The default directory is C:\sea\client. (12-1H2LOB)

Known Anomalies
GroupWise Synchronization Not Supported

Siebel Sync synchronization with Novell GroupWise is not supported in this release.
Categories on Palm III

On some versions of Palm Organizer (like the Palm III), a limited amount of memory
prevents the addition of more than ten or fifteen categories for activities. For this reason,
we recommend synchronization of only a limited number of activity types, rather than
synchronizing all of the activity types found in Siebel. See Tech Note 224 on Siebel
SupportWeb for more information on this process.
Siebel Data Quality
Siebel Data Quality Not Supported on Thin Client for

Windows or HTML Thin Client
Siebel Data Quality is not supported in two of the thin client deployment options (HTML
Thin Client and Thin Client for Windows) in this release.
Siebel Data Quality Connector

For Batch Cleansing, Database Rollback Segment Can Be Too Small
When run in batch, data cleansing queries and updates large numbers of records. On
occasion, the database rollback segment is too small to accommodate the large number of
records, and the database returns an error dialog box that is invisible to the Siebel
administrator. Unable to see the error dialog box, the Siebel administrator cannot click
OK, and the Data Quality server hangs. There are two recommended solutions:
The administrator can user a Where clause to break the data to be cleansed into
smaller batches while using a larger rollback segment.
The administrator can choose to commit one record at a time, thereby avoiding the
rollback segment problem, by setting the parameter Reserved Option to
SingleRowCommit. This can be done from within Siebel or from the command line.
The performance impact of committing one row at a time will vary according to
factors such as hardware, database size, and the cleanliness of the data. (12-U22A7)

Known Anomalies
Invisible Warnings of Expired ZIP4 Directories Can Cause

Server-Side Tasks To Hang
As standalone products, FirstLogics libraries rely on standard Input/Output operations to
warn users and administrators that ZIP4 directories will soon expire. However, neither the
Siebel server nor the Siebel client are able to expose these warnings to users or
adminstrators and therefore cannot alert users of the eminent expiration of ZIP4
directories.
Users of real-time Siebel Data Quality running on the client will be able to see a a final
error message only after the ZIP4 directories have expired, but no such message is visible
for real-time users of the Java Thin Client or for server-side (batch) cleansing. Unable to
acknowledge the final error message, real-time Java Thin Client users and server
administrators cannot prevent the the task from appearing to hang.
The server administrator is able to avoid this behavior simply by keeping the ZIP4
directories up-to-date. (12-26Y793)
Siebel Distance Learning
Show at Once Feature

The ToolTip on the Show at Once feature on the Distance Learning toolbar states Show
Now and the ToolTip on the Capture Frame toolbar icon says Flip to Next Slide. The
ToolTips for both these icons should be Show Now because they both provide identical
functionality. (12-1F3N9Z)

Known Anomalies
Siebel Assignment Manager
Changing Assignment Policy Groups

If an Assignment Policy needs to be moved from one group to another group, all active
requests associated with that Assignment Policy must complete before this change can
occur. If an Assignment Policy's group is changed while associated requests are pending,
the Workflow Monitor Agent will fail with the error "Rule not found." If this occurs,
restore the Assignment Policy to its original group, wait for the requests to complete, and
then proceed with the change. (12-28NUKA)
Assigning Read-Only Records

If a user attempts to assign an object that is read-only, such as a closed service request, the
user will receive an error such as Cannot assign a locked row. (12-LGCWF)
Defining Expertise Weighting

Expertise weighting for skill assignment is defined in the list of values for
EXPERTISE_CD. Do not use the list of values for SKILL_LEVEL to define expertise
weighting. (12-M4THO)
Assigning Campaigns Based on Campaign Skills

Dynamic assignment will not automatically assign campaigns based on campaign skills.
Campaign skills must be added as assignment attributes using Siebel Tools before an
assignment rule using campaign skills will be enabled. (12-M4TKH)
Dynamic Assignment When Updating the Sales Team

Removing a person from a sales team will not trigger dynamic assignment. The object will
not be re-assigned until another field has been updated. (12-EGIMM)

Known Anomalies
Scoring with Multiple Criteria Values

If assignment rule criteria have been defined with scores on multiple values, and an object,
employee, or position matches more than one of the criteria values, Assignment Manager
will only add the score for one of the values. (12-IWG3R)
Siebel Anywhere
Batch File Names in Siebel Anywhere Upgrade Kits

Batch files with filenames containing one or more space characters (i.e., blanks) that are
part of Siebel Client Customer Revision Upgrade Kits cannot be executed after they are
downloaded. All batch files included in such upgrade kits must be named without spaces
in their filenames. (12-TMB9I)
Upgrade Kit Displays Older Maximum Component Version

When an older Siebel Client Customer Revision Kit that has already been distributed is
selected for distribution again, and at least one new kit is also selected, the maximum
version number may revert to an older value. (12-16REA4)
Incorrect Default Minimum Version Number

Under certain conditions, the default minimum version number is incorrect in the Upgrade
Kit Wizard. To work around this situation, the user should manually set the desired value
of the Min Version column for the target in the Siebel Anywhere Administration
Upgrade Components view after using the Distribute button in the Siebel Anywhere

Administration Configurations view as usual. (12-1DW75R)

Known Anomalies
Executing Client Upgrades

Client upgrades from previous Siebel versions take place in at least two steps: first, an
upgrade kit with a new version of the Upgrade Wizard is applied; then the upgrade kit with
the new client version is applied. When the Siebel client is restarted after the first step, the
following message appears: Siebel has detected a prior upgrade or initialization in
process that did not complete. Siebel will now exit and launch the Upgrade Wizard to
complete the upgrade.. This may be confusing to end users but is the expected processing
sequence. (12-1E0HH8)
User must select not to reboot if prompted to do so following the uninstallation of the
existing Siebel client. (12-1EUUGF & 12-1XLAVE)
EAI Server Components
Business Integration Manager

When using the HTTP transport with Business Integration Manager some of the
parameters have a limitation of 100 characters on the screen in the Server administration
screen. The workaround to specify more that 100 characters in such cases is to specify the
parameters for the HTTP transport in a workflow process definition and use the HTTP
transport as a step in the workflow process. (12-1JD97Y)
Siebel Workflow
Changing Workflow Policy Groups

If a Workflow Policy needs to be moved from one group to another group, all active
requests associated with that Workflow Policy must complete before this change can
occur. If a Workflow Policy's group is changed while associated requests are pending, the
Workflow Monitor Agent will fail with the error "Rule not found." If this occurs, restore
the Workflow Policy to its original group, wait for the requests to complete, and then
proceed with the change. (12-28NUKA)

Known Anomalies
Process Properties
Do not use the "." character in a process property name. (12-1FPMHB)
Creating Workflow Policy Conditions Using Not Equal To

When creating a workflow policy condition using a Not Equal To (<>) comparison, ensure
that the policy condition allows for the proper handling of null values. Some database
platforms may evaluate the Not Equal To operator as true against a null value. (12-EE520)
Running Generate Triggers with Exec = True

The Exec parameter of the Generate Triggers server component allows users to specify
whether the server task should generate the trigger file and apply the database triggers to
the database directly, or just generate the trigger file, allowing the user to later apply the
triggers to the database. If you are creating a large number of triggers due to many
workflow policies, the triggers should be applied by the user and not by the Generate
Triggers server process. The Exec parameter should be set to FALSE in this case.
(12-JV0OG)
Creating New Workflow Objects

When creating a new workflow object using Siebel Tools, do not copy an existing
workflow object. If a new workflow object is created using the Copy Record command on
an existing workflow object, the workflow components for the new object will be invalid.
(12-LI6FZ)
Defining Message Broadcast Actions

When you are defining an action that is based on a message broadcast program, you
should define a severity level for the message broadcast. If this field is left blank, the
message broadcast will be sent with Normal severity. However, the field value may not be
displayed properly in the Workflow Action Administration view. (12-LK005)

Known Anomalies
Inactivating Workflow Objects

Do not inactivate workflow objects in Siebel Tools. If an object that has been enabled for
workflow is no longer needed, do not create a policy for that object and add an expiration
date to any existing policies that are based on the object. (12-ECJQI)
Send Campaign E-mail Program

The prospect job title substitution for the Send Campaign E-mail program does not
populate the prospects job title correctly. In order to populate the prospects job title, the
program must be modified using Siebel Tools. (12-LU7TJ)
Executing Actions
Workflow policy actions may not be executed in the order that has been specified.
(12-CFLVQ)
Refresh Process Flow Diagram After Copying or Importing

Workflow Process
The Process Designer view may not be refreshed correctly after importing or copying a
process definition. To refresh the process flow diagram, navigate to a different process
record and back. (12-1DV7TL)
Workflow Policy Actions on DB2 UDB

When creating workflow policies, it is possible to define workflow policy actions that
contain values that are substituted from the Siebel database. If you are running Siebel on
DB2, the substitution values that relate to Last User are not populated properly.
(12-1FJ6GJ)
Order Number Substitution

The Order Number substitution is not supported in this release. (12-1GI9KR)

Known Anomalies
Siebel eCommunications
Processing Stop Steps

A Stop step in a workflow process allows customers to raise an error and display an error
message to a user as part of a process definition. When a workflow process with a Stop
step is invoked by a workflow policy, the error is returned to workflow monitor and the
workflow monitor server component will exit. We recommend that you do not invoke
workflow processes with Stop steps from workflow policies. (12-1GIBCN)
Documentation
Supplemental Documentation for Loyalty and Retention

A new Loyalty and Retention view displays predictive modeling data imported into Siebel,
from a third party application. This data is used for account scoring, and loyalty and
retention purposes. Relevant scores provide an analytical measure to estimate predictive
information about a customer, such as potential for churn, debt risk, customer value, up-sell
opportunities, and cross-sell opportunities.
A marketing administrator can develop loyalty and retention campaigns based on these
predictive scores.
This view can be accessed in Marketing Administration > Loyalty Profile.

Known Anomalies
Interface Table Reference GuideEIM Table

The Interface Table Reference Guide incorrectly states that the table S_ORG_EXT is
included in EIM_CONADDR_CUT. The following columns should not be included for
Table S_ORG_EXT:
Column Destination Desc. Source Column

PR_ADDR_ID Primary Address ACC_PR_ADDR Char 1 N
PR_ADDR_PER_ID Primary Address Id ACC_PR_ADDR_PER Char 1 N
PR_BL_ADDR_ID Primary Bill To Address ACC_PR_BL_ADDR Char 1 N
Upgrading from SCE 6.0.1 to SCE 6.3

Prior to starting the Repository Merge we recommend removing the following Business
Component User Properties from the Prior Customer Repository:
M_ClientSolnId
M_ClientSolnID
M_ModelId
M_ModelID
M_SessionId
M_SessionID
From these Business Components:
eCfg Product VBC (eSales)
eCfg Product VBC 2 (eSales)
eCfg Sub Category VBC (eSales)
eCfg Sub Category VBC 2 (eSales)
Cfg Api Signal Virtual BusComp

Known Anomalies
If you have edited any of these BC User Properties then please contact Tech Support
referencing defect 12-3AWVJM.
Siebel Messaging
Siebel Messaging is only supported with the Siebel server on an NT operating system.
Siebel Audit Trail

eCommunications 6.3 provides new Audit Trail functionality which must be activated by
the Systems Administrator prior to operation. It is recommended that an archiving system
be implemented to archive the records created and stored by the Audit Trail functionality
to avoid the creation of an exceedingly large table and file.

Known Anomalies
Siebel Client Operation
Same View for Two or More Application Screens

The following views have been inactivated in the Customer Management screen in order
to prevent the application from taking the user to a duplicate view assigned to a different
screen. When a view in one screen has the same name as a view in a different screen, the
application may jump to the view in the unintended screen. These views remain active in
other application screens. (12-39VPIO)
Screen Name View Name (Inactive)

Customer Management Account Administration View
Account Detail Activities View
Account Detail Contacts View
Account Profile View
Campaign Lead
Contact Administration View
Contact Detail View
Contact Profile View
Opportunity Administration View
Opportunity Detail Competitors View
Opportunity Detail Contacts View
Opportunity Detail Indirect Accounts View
Opportunity Detail Products View
Opportunity Proposals View
Opportunity Quote View
Pricer Quotes Detail View
Product Detail Key Features View
Quote Administration View
Quote Attachment View
Quote Configuration View
Quote Detail View
Quote Product Configurator View
Quote Terms View

Known Anomalies
The following campaign views remain active in both the Campaign Management screen
and the Marketing Administration screen. Selecting one of these views in Campaign
Management causes the application to jump the same view within the Marketing
Administration screen. The Campaign Management screen can be returned to by pressing
the back arrow button.
Screen Names View Name (Active)

Campaign Campaign Administration List
Management Campaign Administration Explorer View
Marketing Campaign Admin Lists
Administration Campaign Admin Offer
Campaign Administration Detail
Campaign Admin Objectives
Campaign Skill View
Campaign Responses View
Calendar
Available Type Values When Adding or Modifying an

Appointment
When adding or modifying an appointment in the Calendar, some values do not appear in
the Type pick list. These values can be activated if needed. Navigate to Application
Administration > List Of Values > List Of Values, and query for TODO_TYPE in the
Type column. A list of displayed values associated with both TODO_TYPE and
COM_TODO_TYPE will appear. In eCommunications, only those values listed as
COM_TODO_TYPE will display in the Type pick list for the calendar appointment.
Displayed values associated only with TODO_TYPE can be activating by creating a
similar displayed value with a type COM_TODO_TYPE. (12-3A8BFZ)

Known Anomalies
File Import
The many-to-many relationship between accounts and contacts created in Siebel
ECommunications adversely affected Siebels File Import function. With the creation of a
multi-value group for accounts within the Contacts screen, File Import is unable to import
one or multiple accounts related to a contact. Upon running File Import, the following
error message could occur:
Failed to import data into the MVG Contact Account field.
File import is able to import other non-account related information pertaining to the
contact. There is no known anomaly with File Export or with Synchronization with MS
Outlook. The primary account designated is simply used for export and synchronization.
Profile Scripts in Opportunities & Contacts

Siebel ECommunications includes predefined scripts within the Opportunity Profile and
Contact Profile views. These scripts can be altered through the use of Siebel SmartScript,
which is available as a separate module. Without Siebel SmartScript, you can disable these
scripts or use them in their pre-configured form. (12-1P09V3)
Upgrade Parameter
When performing an upgrade from a Siebel 99 product to the Siebel 2000 product the
Parameters must be edited when starting the DBextract. The parameter of "Specify the
mobile version of Siebel" must be changed from "2000" to "1999" to correctly run the
DBextract, DBinit, and Transaction Processor. (12-1OZHJF)
Upgrade on Solaris
Customers upgrading with the Siebel Server running on Solaris should edit the file
[dbsrvr]\[dbplatform]\upgrep.ksh
and change all references of "CustRep.dat" to all lower-case ("custrep.dat")

Known Anomalies
Windows Thin Client - Financial & Billing Profile New

Button
When using eCommunications via the Windows Thin Client deployment the New
button in the Financial and Billing Profile views is active and not constrained after the
appropriate financial and billing information has been entered. (12-25R4PU and 12-
25R4PQ)
IBM DB2 Performance Specifications

When running Siebel eCommunications on DB2 the following search specifications will
enhance the usability of the application. Search specifications should be tailored to the
specific needs of the deployment environment and user community.
Opportunity List Applet - Basic
Predicate added in search specification [Name] LIKE '*'
TAS Contact Individual Profile Applet
Predicate added in search specification [Name] LIKE '*'
Opportunity List Applet
Predicate added in search specification [Name] LIKE '*' AND [Name] LIKE '*'
Com Contact Form Applet
Predicate added in search specification [Last Name] LIKE * AND [First Name]
LIKE *
Com Contact Entry Applet
Predicate added in search specification [Last Name] LIKE * AND [First Name]
LIKE *
Com Account Form Applet
Predicate added in search specification --> [Name] LIKE '*' AND [Name] LIKE '*'
Workflow Manager

Known Anomalies
In order to run Workflow Manager on the Service Order fields Service Order Type and
Service Order Status, the following process must be followed:
Service Order Type: Choose Quote Workflow object and then choose Service Order
Type field.
Service Order Status: Choose Quote Workflow object and then choose Service
Order/Quote Status field.
The pick list that is used for this field is a concatenation of the Quote Status and Service
Order Status pick list.
Interface Tables
Importing extended data

The following two tables may be used to import extended data related to opportunities and
contacts but should not be used for creating new opportunities and contacts: s_opty_ut_if
and s_contact_ut_if.
Import Accounts/Organizations
To import Accounts/Organizations we recommend using the vertical table eim_accnt_cut
and not the horizontal tables s_account_if or eim_account
Integration
Creating Integration Objects

When creating an Integration Object for a Siebel Business Object containing Virtual
Business Objects, the Virtual Business Objects must be inactivated temporarily through
Siebel Tools in order to create the Integration Object. (12-109DSV)

Known Anomalies
Bookshelf Inconsistency for Integration

In the eCommunications (eEnergy) Administration Guide, Chapter 14, Defining an
Integration Workflow Process, there is a misprint. In several places, mostly in the
workflow diagrams, the following Business Service is referenced: EAI MQSeries
Transport. Although still available in the Tools repository, this Business Service is
replaced in version 6.3 with two new, different Business Services: EAI MQSeries Server
Transport and EAI MQSeries AMI Transport. The Workflow Processes available with the
product use EAI MQSeries Server Transport. Further information on the usage of these
Business Services is available in the eBusiness Application Integration guide.
Horizontal Integration Objects in SCE Repository

There are five Integration Objects in the Tools repository that are carryovers from the
horizontal Siebel release: Sample Account, Sample Contact, Sample Employee, Sample
Order and Sample Service Request. In the 6.3 SCE release, these Integration Objects have
been marked inactive and should not be used. They were generated against the horizontal
schema and have been left in for upgrade purposes. Alternatively, you should use the new
SCE Integration Objects available in the repository, which can be found by querying for
CUT Sample*. Or use the Integration Object Wizard to generate your own.
Inserting Parent and Child Objects using EAI Siebel

Adapter Business Service
There is a known limitation in the SCE 6.3 release with regards to inserting a parent record
and a child record at the same time using the EAI Siebel Adapter Business Service. An
example would be using the CUT Sample Account IO to insert a brand new Account and a
new Com Invoice Profile (Billing Profile in the UI). In this case, only the Account will be
inserted. If the Account already existed, but the Com Invoice Profile is new, the Account
will be updated and the Com Invoice Profile will be inserted. If both already exist, both
will be updated. This will be fixed in a future release. A workaround does exist. In the case
where new parent records will be added, the insert should be a two-step process: 1) a step
to insert the Account, and 2) a step to insert the children records. The same Integration
Object can be use din both cases. Just realize that only the Account will get added the first
time, with the child records being added the second time.

Known Anomalies
Product Configurator
Provides/Consumes Behavior
Enforcing resources may cause unexpected behavior when deleting products from the line
items applet. (12-1PUGWF)
Non-Executed Links
Non-executed links created against any business component other than Quotes make Model
Validation inaccessible. A test quote must be created to test links of this type. (12-1SJ7M4)
Scripts
Scripts created within the product configurator cannot be tested in model validation. The
Administrator must test these scripts using a user scenario of test quotes or service orders.
(12-37SVTU)
Service Orders
Copy of Service Orders

eCommunication provided users the ability to copy service instances that are active, inactive
or pending. In order to maintain appropriate data integrity and workflow, it is
recommended that the Copy feature is only used on Pending Service Orders.
Service Order to Sales Order

When service orders are copied over to sales orders (an action invoked by pressing the
"Submit" button) the sales order line item numbers are mis-labeled. However, if user clicks
on the "Reorder" button, the line item numbers will be labeled correctly. Please note the
auto-copy of service orders to sales orders upon pressing the "Submit" button is an
enhancement to create the appropriate sales orders so that Incentive Compensation
functionality can be applied. This enhancement comes from a set of codes that customers
can access from IT Help Desk or TAMs.

Known Anomalies
Pricer
Pricer Scripts
When creating pricing factors that are scripts, the source price and destination price fields
must be populated. Within the scripts, the field source price maps to base price, the field
destination price maps to current price and the field factor price maps to target price.
Aggregate Pricing Factors

eCommunications offer the ability to aggregate pricing factors. This feature is available for
Non-Recurring Charges only.
Price Lists
Service Pricing
eCommunications supports the ability to offer prices for both Recurring and Non-Recurring
Charges. It does not offer the traditional Siebel eBusiness Service Pricing due to the support
for robust recurring charges.
Volume Discounts
Volume discounts can be provided for products and services based on a Quantity Field.
Since Service Instance elements do not have a quantity field, volume discounts cannot be
applied to eCommunications Service Orders.
eCommunications Wireless
All eCommunications Wireless Order views are included in the eCommunications
Wireless license. Due to the use of the Orders Table for Work Orders rather than Sales
Orders in eCommunications, the Wireless Order Views have been disabled.

Known Anomalies
The Orders views can be easily enabled via Siebel eTools and, if required, also configured
to present the tactical orders data necessary. These views that have been turned off
include:
Orders Display View
Orders Search View
Orders Details View
Order Line Items View
Service Request Orders Display View
Siebel eCommunications .COM Applications
Siebel eSales
Order Management
Pricing on Parameters
For orders created on the web, pricing on parameters is not supported in this release.
Specifying and Modifying Parameters

For service elements with associated parameters, the parameters may be modified, but
entries may only be entered as free text.
Specifying Pricelist for Guest Account

When a web user creates a new contact based login, the user inherits the pricelist of the
unregistered visitors primary account. (Typically, Guest account is their primary
account.) Once a new primary account is specified, upon login, the active pricelist will be
defined by that new primary account. A pricelist will have to be specified for new
accounts to enable the ordering process when that new account is the active account.

Known Anomalies
Editing addresses when creating an account.

The Edit column should be removed from the address applet. Editing addresses can be
accomplished through other views in the application.
Customer Account required to create Service Orders.

Users must create (or be associated with) a customer account in order to complete a
service order.
eConfigurator is required to create Service Orders.

Users must use SCE eConfigurator in order to complete a service order. Orders for non-
service products do not require SCE eConfigurator.
Address / Billing Address

During the checkout process, the user is asked to specify a shipping and billing address. If
the user wishes to edit an existing address, or specify a new address, the only the State and
Country are editable.
Siebel eChannel
Quotes
Specifying an account when creating a new Quote
When creating a new quote, the account should be specified. This will enable the
selection of Billing Account and Service Account when the channel partner completes the
Service Order process. (12-1EK1PZ)
Parent Positions for Channel Partners

Channel Partners must have parent positions specified.
Agreements
The Agreements view on the Partner screen does not have a pick list for the Account field.
Siebel eCommunications has a many-to-many relationship between agreements and
accounts entities, which is not reflected in this module. This needs to be inserted for easy
association between agreements and accounts. Furthermore, clicking on the agreements

Known Anomalies
hyperlink takes the user to the Entitlements view on the Agreements Screen. However, this
causes the application to display the following error message:
"You do not have the required access privileges to

view the detailed information about this record.
Please contact your systems administrator or another

member of the sales team if you would like further
access to this record."
Both these errors can be rectified through Siebel Tools.
Siebel eConfigurator
Web Configuration
Quantities
The edit button in the configurator enables a user to change the quantity of selected items.
This specification may be in conflict with quantity based rules in the configuration model.
Hide the edit icon in the configurator if this may become a source of conflict.
Setup Pricing
The configuration user interface supports display of the Setup Price (NRC). Monthly
Price (MRC) is not supported.
Product Organization
All products in a configuration model must belong to the same organization as the user
and the users accounts.
Autofinish
The autofinish button may produce inconsistent results. Contact Siebel Technical Support
is this occurs.
Resources Applet
The Resources applet is currently hidden in the configuration UI.

Known Anomalies
Model Specification
All products that are configurable must have the same model selected for Configuration
Model Name and Default Model.
Siebel eService, eCustomer
Working with accounts

New accounts
When a webuser creates a new user, they are logged into Guest Account. This account
will be their primary account until the primary specification is changed to a different
account. Primary account is not reset when a new account is created.
Associating a contact to a new account

When creating a new account, and specifying the contact in that account, the contact and
registered users organization must be equivalent.
Entitlement Login
Entitlement login is not supported in this release.
Billing preferences
Editing billing preferences while the contact is not working with his or her primary
account will return an error.
Creating Personal Addresses

New personal addresses should be created in Address Book under the "My Profiles"
Screen. While users can view personal addresses or add existing personal addresses to an
account under the Account Management screen, they should not create new personal
addresses under that screen.

Known Anomalies
Siebel eCommunications Marketing

The Release Notes for Siebel Marketing for eCommunications, Version 6.3, contained in
this section, supplement additional Release Notes for Siebel Marketing, Version 6.3,
available on the Siebel Support Web. Refer on the Support Web to Siebel Release Notes,
Siebel 2000, Version 6.3.
Platform Support on DB2/UDB

Siebel eMarketing for eCommunications 6.3 is not supported on the DB2/UDB platform.
Home Page
Pressing Enter Is Not Same as Clicking Search
When an user presses Enter instead of pressing Search button in the Find Product view,
the application will display an error. Pressing Enter is not the same as clicking Search.
(12-1879E2)
Caching of Views
If a recipient receives two email messages from two different people and the recipient
clicks on any of the URL links more than once, the recipient would see a browser-cached
page. This could potentially cause confusion if the recipient sees a cached page for the first
email, while the Siebel Web Engine still thinks that the recipient drilled in from the second
email. (12-16R8QB)
Default Campaign and Default Offer

The Marketing Manager must set the default campaign and default offer to an actual
campaign and an actual offer for the home page to work without errors. (12-19392U)
Logging In as an Employee
If you are testing the home page by logging in as an employee, you will not see the
substitutions of any merge fields. The Homepage works only for contacts and prospects.
(12-15HIF8)

Known Anomalies
Selecting Products in Request Call or Request Product Information

When a user goes to the Request Call or Request Product Information view and selects
products, the Selected Products applet can accommodate only 10 products by default. This
applet does not have a Next/Previous button. If the marketer expects that the target users
will be selecting more than 10 products in these views, the marketer should use Siebel
Tools to modify the default value for maximum number of rows displayed in this applet.
(12-1BFT7X)
eNewsletter
Deleting Rules
A user should not delete a rule that has been used as a rule for a section of a newsletter.
(12-16OLXX)
Multiple Organizational Visibility

When you add any file as a literature item, you need to specify the organizations that will
have visibility to this file. Thus when the marketer adds a literature item to be used as an
Offer Template or as an Offer Attachment, the marketer needs to ensure that the items
have organizational visibility for all the marketing users. Otherwise when another
marketing user creates an offer and tries to reference the offer templates and attachments,
the user will not be able to locate these items in the pick lists. (12-1249CQ)
Siebel eBusiness Analytics

The Release Notes for Siebel eBusiness Analytics for eCommunications, Version 6.3,
contained in this section, supplement additional Release Notes for Siebel eBusiness
Analytics available on the Siebel Support Web. Refer on the Support Web to Siebel
Release Notes, Siebel 2000, Version 6.3.
Support on DB2/UDB
Siebel eBusiness Analytics 6.3 for eCommunications is not supported on the DB2/UDB
platform.

Known Anomalies
Siebel eIntelligence
Data Model Changes Affecting Analysis Functionality
The Siebel eCommunications 6.3 data mart data model uses the same data model as that
used for the horizontal product. This contrasts to Siebel eCommunications 6.0, which
used a data model based on the horizontal product, with modifications. This change in
data models for eCommunications 6.3 will result in the following functionality changes
during analysis of data.
Many to Many Relationship between Accounts and Contacts

The eCommunications 6.3 data mart does not support the many to many relationship
between accounts and contacts that exists in the eCommunications OLTP database. This
occurs because the horizontal data mart data model used for eCommunications 6.3
supports a one to many relationship between accounts and contacts, and not a many to
many relationship. Consequently, when analysis is performed in eBusiness Analytics on
accounts having contacts in common with each other, duplicate contacts will appear in the
list of contacts associated with those accounts. (12-39TQ1G)
Analysis of Service Orders

Analysis of Service Orders is not supported in the eCommunications 6.3 product.
Analysis of Service Orders was included in the eCommunications 6.0 product as an
enhancement to the horizontal product. This enhancement is not available in
eCommunications 6.3. (12-35UGHZ)
Use of Account Type Field in Siebel eCommunications versus

horizontal Siebel product
In the horizontal Siebel product, the Account Type field is used to denote the channel of
the account. In the Siebel eCommunications product, the Account Type field is used to
denote the following:
1. The market segment that the account is in (i.e. residential, commercial, industrial,
etc.). This is the main use of this field.
2. The channel (i.e. OEM, Reseller, etc). This is a secondary use of this field.
As a result, the Sales by Channel views in the Sales Analysis views will show a
combination of market segment (i.e. residential, commercial, etc.) and channel (i.e reseller,
OEM, etc.) data.

Known Anomalies
Siebel .COM Applications
Geographical Information for Activities Not Always

Displayed During Analysis
When performing analysis on activities, geographical information may not appear for its
associated account. This affects activities entered into the OLTP in prior versions of
eCommunications. Activities entered into the OLTP in eCommunications 6.3 are not
affected. (12-39VBOO)
Configuring .COM Applications Server Components
Object Manager Configuration

Minimum MaxTasks Setting
The Max Tasks parameter for the Object Manager for each .COM application deployed
must be set to a value greater than 1. If this is set to 1, users will not be able to login and
an incorrect error message indicating an invalid username and password will be returned.
(12-2205ZR)
Siebel eSales
Order Management
Clearing a Shopping Cart Leaves the Cart Available as a Quote
When the Empty Cart button is used in the Shopping Cart, the contents of the cart are
cleared by creating a new empty quote and using the new quote as the Shopping Cart. The
old quote, however, is still visible in the Quotes screen, and in the My Saved Quotes
applet on the home page. The visibility of quotes that have not been given an explicit
name by a user may be restricted by modifying the search specification of the Quotes
applets in Siebel Tools. The search specification of the applets should exclude quotes
where the quote number is the same as the quotes name. (12-1BAJKD)

Known Anomalies
Browser Refresh Can Cause the Last Item Added to the Shopping
Cart to Be Added Again
When a user adds an item from the catalog, the user is taken to the shopping cart. If the
user hits the Refresh button in Internet Explorer or the Reload button in Netscape, then the
command to add the item to the cart is resent to the Siebel Web Engine. This causes the
item to be added to the cart again. An end-user may remove the duplicated item by using
the Delete button for that line item. (12-196437)
The Expiration Date of a Credit Card Must Be Entered as MM/YYYY or

MM/YY
When a user inputs his/her credit card information, the user must ensure that the expiration
date is in the form MM/YYYY (e.g. 11/2000) or MM/YY (e.g. 11/00). If the card
expiration date is entered as MM/DD/YYYY (e.g. 11/21/2000) or MM/DD/YY (e.g.
11/21/00), an error message will be returned. You may wish to change the field label from
Expiration Date to Expiration Date (MM/YYYY) in Siebel Tools to indicate the
required data format. (12-1847FP)
Performance
Improving Catalog Navigation Performance
To improve performance while a user is navigating the catalog, please make the following
configuration changes in Siebel Tools:
1. In the Category Detail View, Set Visibility Applied Property = Always in the line
specification Product Catalog Product Category/Internal Product by Price List
Optional 2.
2. Remove the clause EXISTS ([Organization Id] = OrganizationId()) from the

following applets:
Product List Applet (eSales)
Product List Applet Tiny (eSales)
Product List Applet (SCW)

(12-1EF28V, 12-1DWD6B)

Known Anomalies
Improving Product Detail Page Performance

To improve performance when the user clicks on a product name to display a product
detail page, please make the following configuration changes in Siebel Tools for the
Product Detail View:
1. In the BusComp Component Product by Price List Optional used by Related

Component Product List Applet (eSales) applet, set the value of Organization
Visibility MVFld to be Organization Id and the value of Organization Visibility
MVLink to be Organization
2. Set Visibility Applied Property = Always in Internal Product by Price List

Optional/Component Product by Price List Optional link specification.
3. Remove the clause EXISTS ([Organization Id] = OrganizationId()) from the

following applets:
Related Component Product List Applet (eSales)
Related Component Product List Applet (SCW)
Product Form Applet (eSales)
Product Form Applet (SCW)

(12-1E0QW5)
Siebel eService
Finding Order with DateTime

You will need to change the Type of the Order Date field in the "Order Entry - Orders"
Buscomp from DTYPE_DATE to DTYPE_DATETIME if you want to enable users to
enter both Date and Time in the field for QBE (Query by Example) when eService end
users want to search their Orders by both Date and Time using the Find button. Follow the
steps below using Tools: 1. Locate the "Order Entry - Orders" Buscomp 2. Select the
"Order Date" field 3. In the Properties Window of the Order Date field, change the Type
value from D_TYPE_DATE to DTYPE_DATETIME 4. Compile a new .SRF file. (12-
262H0T)

Known Anomalies
Contact a Service Agent

The Contact a Service Agent View is included in the eService Solution web page. This
view allows a user to connect to a live agent using Siebel eCollaboration. Siebel
eCollaboration is not available on Solaris. Therefore, when a user accesses this page that
resides on a Solaris server, the view will not activate any collaboration session. For a
Solaris implementation of eService, it is recommended that you remove this view from
use. (12-23GU7N)
Personalization Through the Authentication .CFG File

In prior versions of Siebel eService, you could use the authentication.cfg file to
map fields to accomplish personalization. In Siebel 2000, the authentication.cfg
file no longer exists. Instead, you can use Personalization techniques available within
Siebel 2000 to map fields. For example, you may have previously mapped the Service
Request Account Id to a custom field instead of Contact.Account Id. This custom field
would then drive the query on the service request records being shown to the customer
over eService, and also set the Account Id on new Service Requests created through
eService.
To accomplish the same thing using personalization in this release:
1. In Tools, set up a new Contact User Attribute called ISS Account Id, which was
mapped to the column on S_CONTACT that stores this data.
2. On the Service Request (eService) Business Component, set Search Specification to:
[Account Id] = GetProfileAttr(ISS Account Id)
3. On the BusComp_NewRecord event, enter the following VB code:

SetFieldValue Account Id, TheApplication.GetProfileAttr(ISS Account Id)
(12-1AIPJN)

Known Anomalies
Siebel eMail Response

In the 6.2.1.1 release of Siebel eBusiness Applications the Email Agent server component
(the core component of Siebel eMail Response) is supported only on the Windows NT 4.0
platform using the Extended MAPI and Microsoft Exchange communications
adapters. The Internet SMTP/POP3 Server communications adapter on Windows NT,
Solaris, and AIX is not supported in this release, but will be fixed in a forthcoming patch.
Please note that customers can still access SMTP/POP3 email servers using the Extended
MAPI adapter on NT, by appropriately configuring the MAPI profile with the Internet
Email Server setting. (12-2B0B7F and 12-2AMNM7)
No Help Available. Please Notify the Service Department

First, verify that the mailhelp.txt file is available in the Siebel Server bin directory. After
confirming that the file is available, then go to Screens: Communications Administration:
Inbound Media Processing: Response Groups and select the appropriate Response Group.
Then navigate to the Input Arguments view and change the Help File input argument
from MAILHELP.TXT to the exact and complete path to the product, for example:
\\server1\siebel62\siebsrvr\MAILHELP.TXT
Use with Assignment Manager

Siebel eMail Response does not work out of the box with Assignment manager because
the Lock Assignment flag is turned ON. To change this, launch Siebel Tools and do the
following:
1. Lock the Mail Agent project.
2. Find the Mail Agent Activity buscomp.
3. Add a new field with these properties:

Name = Assignment Excluded
Column = ASGN_USR_EXCLD_FLG
Pre Default Value = N
4. Re-compile the Mail Agent project into the SRF file. (12-1DWJIX)

Known Anomalies
Siebel eMail Response Administration

When an email is sent from the My Incoming Email view or the All Incoming Email view,
a server component request for Communications Manager (CommMgr) is generated.
CommMgr will in turn submit the email to your companys email system.
By default, CommMgr creates a log file for each component request. This may result in a
large number of log files. You can change this behavior by setting the Use Shared Log File
parameter on the Communications Manager component to True. This will cause
CommMgr to use one log file for all requests.
Also by default, CommMgr logs an event message for each email request to indicate
whether the email has been sent successfully. You can reduce the size of the log file by
filtering out event messages for successfully sent email. You do this by changing the log
level of the CommServer event on Communications Manager to 1 in the Component Event
Configuration view.
In addition to handling email for eMail Response, CommMgr is also responsible for
sending bulk email for Communications Server and eMarketing. If your company is using
all of these features, it is recommended that a separate Siebel Server be set up for eMail
Response so that you can control the logging behavior differently for different features.
You can then use the Siebel Server parameter on the communication profiles to control
which Siebel Server handles which type of requests. (12-1EMUQ3)
Siebel eChannel
Activities
Entering Actual Completion Date for an Activity
Before you enter the Actual Completion date for an activity, make sure to change the
Status field to Done. If the Status field is not set to Done, any date entered in the
Actual Completion field will not be saved. (12-1EC76E)

Known Anomalies
Delegated User Administration (12-1A1UTZ)

Restricting Visibility to Channel Managers Employee Record
The Administration views in Siebel eChannel are restricted by organizational visibility so
that the delegated administrator will only see employees and positions within his or her
organization. The Channel Manager (your internal employee responsible for managing
channel partners) must hold a position within the partner organization, in addition to the
position he or she will hold in your internal organization. You must ensure that his or her
primary position is the one within your organization, not within the partner organization.
Otherwise, the delegated administrator will have access to the Channel Managers
employee record.
Restricting Visibility to Channel Managers Position Record

The delegated administrator will have access to the Channel Managers position record
from the position list applet and the Add Position pick applet in the Administration views.
If you wish to prevent this record from being displayed to the delegated administrator, you
can use the following approach:
1. Create a new field called Parent Position Org Id on the Position business
component. This field should point to the BU_ID column on S_POSTN table using
the existing Parent Position join.
2. Duplicate the Position Assoc Applet to create one that is specific for eChannel.
3. To this new applet, add the following search specification:

[Parent Position Org Id]= OrganizationId() OR [Parent Position Org Id] IS NULL
As a result, only positions that report to other positions within the delegated
administrators organization will be displayed. Therefore, the Channel Manager
position will not be displayed since this position will typically report to someone
within your company.
Enforcing Division-level Visibility Restriction on Organization

Administration Views
If you are grouping multiple partner companies under a single organization by defining
each as a separate division, you may want to restrict the delegated administrator to
viewing and creating positions in his or her division. You can impose division-level
visibility restriction on the position list and pick applets using the following approach:

Known Anomalies
1. Change the pre-default value of the Division field in the Position business component
to the following: System: DivisionId.
2. This will also pre-default the Division field when creating new positions using the
Division Positions explorer view in the Siebel dedicated client; so, you should make
that field a pick field that allows the dedicated client user to choose another division.
3. Change the property of the Division field in the New Position applet to read-only.
4. To the position list and pick applets, add the following search specification:
[Division Id]=DivisionId() AND [Parent Position Org Id]=OrganizationId()
See above for a description of the Parent Position Org Id field.

Known Anomalies
Enforcing Division-level Visibility Restriction on User Administration

Views
If you are grouping multiple partner companies under a single organization by defining
each as a separate division, you may want to further limit a delegated administrators
visibility to employees belonging to his or her division. You can impose division-level
visibility restriction on the Employees List Applet using the following approach:
1. Create a new field called Employee Division Id on the Employee business

component, based on the OU_ID column available in the S_EMPLOYEE table. This
field should be pre-defaulted to System: DivisionId.
2. Add the following search specification on the appropriate applets to filter the records
based on the delegated administrators division:
EXISTS([Division Id]=DivisionId()) OR [Employee Division Id]=DivisionId().
File Attachments
You can add file attachments to opportunities, service requests, and fund requests using
the respective detail views. However, these details views do not provide the ability to
remove previously added attachments. In order to enable users to delete attachments, you
can make the following configuration change in Siebel Tools:
1. To the appropriate attachment list applet, copy the EditRecord control to create a
new control called DeleteRecord.
2. Change the Bitmap property to ICON_DELETE and the Method Invoked property
to DeleteRecord.
3. Add this control to the Base template for this applet.
Now, users will see a Delete button next to each attachment. (12-1E8S8R)

Known Anomalies
Opportunities
Editing Opportunities Related to an Account or Contact
You can view opportunities related to an account or a contact using the Account -
Opportunities view or Contact - Opportunities view. However, you should not edit an
opportunity directly from these views, by clicking the Edit icon in the opportunities child
applet, unless you are the primary sales team member for that opportunity. If you are not
the primary sales team member for the opportunity, you must drilldown to the opportunity
detail view, by clicking on the Opportunity hyperlink, and then perform your edits. (12-
1UM2O7)
Partners
Quotes
Editing Configured Solution Quantity
In the Quote Items view, you can drill down on the Solution field to go to the Edit
Solution view, where you will be able to delete the solution, change the solution quantity,
or reconfigure the solution. When you delete or change the quantity of the solution, you
have to click on Quote Items on the left viewbar in order to return to the quote line items
view. In addition, you must requery the current record (for example, by clicking the
browser's Refresh button) in order to recalculate the total amounts for the quote.
(12-1EK1PZ)

Known Anomalies
Renumbering Quote Line Items

When a line item is deleted from a quote, the remaining items are not automatically
renumbered. In order to allow the user to renumber the line items, you should add the
Renumber button to this applet:
1. In Siebel Tools, go to the applet called "Quote Quote Item List Applet (SCW)".
2. Find this applet's "Base" web template called. Right click on the Base web template
and click Edit Layout.
3. Find a control called "Bsequence" in the Control/Columns window and drag it to the
placeholder next to the "Reprice All" button.
4. Save changes and compile. The "Renumber" button will now appear in this applet.
(12-29AJLV)
Using with Siebel Workflow and Siebel Assignment

Manager
If you wish to use partner companies (account records) as objects in assignment rules or
workflow policies, use the Account Assignment Object and Workflow Object. Make
sure to include the following condition: Account Type = Partner. (12-1EK1Q4)
Marketing Development Funds

Drilling-Down on MDF Debits from Fund Checkbook View
When you drill down on the Name hyperlinks in the My MDF Debits applet in the Fund
Checkbook view, an error will be displayed. To prevent this from happening you should
set the following properties for the Fund Request Attachment View (SCW): Visibility
Applet = Fund Request Form Applet (SCW) and Visibility Applet Type= All.
(12-1FJVM3)

Known Anomalies
Quotes
Adding Items to an Inactive Quote
When a quote is made inactive by clearing the Active flag, you will not be able to add
items to this quote. If you click the Browse Catalog button on the inactive quote and
attempt to add an item from the catalog, the item will be added to a new quote that will be
automatically created. (12-1FZX0A)
Account Assets
Cannot Select a Contact for an Account's Asset
When you create a new asset for an account, you will not be able to select a contact name
in the New Asset applet. You can remove this field from the applet by performing the
following configuration.
1. Select the Applet object in the Siebel Tools Object Explorer. Find the Asset Mgmt -
Asset List Applet (SCW) applet.
2. Expand the Applet Web Template child object to view all the web templates
associated with this applet.
3. For each of the Edit, New, and Query template types, locate the applet web template
item Primary Contact Name and check it as Inactive.
(12-1LV3PF)
Entering New Addresses

When you create a new opportunity, contact, or order, you must select an account before
selecting the address. Once you select an account, you can select an existing address or
create a new address associated with this account. (12-1HOZOZ)

Known Anomalies
Siebel eCollaboration
Installation
Siebel eCollaboration requires an installation of a client component for the agent's
desktop. When installing this component, on occasion, an error is returned stating that a
parameter is incorrect. If you receive this error, copy the contents of the client installation
directory to a directory on the machine on which you wish to install the client. Install the
client from that directory after download. (12-204SU7)
Agent Desktop
New Browser Button
Agents can open a new co-browser using the new browser within their co-browser. This
will allow an agent to navigate to different views within the Siebel application. If the agent
closes the new co-browser, the Follow Me browsing session will end for both the agent
and the customer. Desktop collaboration will still be active, however, agents and
customers will no longer have the ability to push web pages to each other. (12-1CHVKZ)
Error Message
During a co-browsing session, if a customer closes their co-browser while using a
Netscape browser, the agent will receive a message that states that the customer wants to
end the meeting session. If the agent clicks Yes to agree to close the session, the entire
session will be ended.
The customer may have closed the co-browser by mistake and may not have wanted to
close the co-browsing session. The agent must be informed to confirm this message with
the customer, asking their customer if they intended to close the meeting session. They can
do this through the text chat and voice over IP functions or through the telephone call
connection.
If the customer does not want to end the session, co-browsing cannot be restarted;
however, a desktop collaboration session will still be active. (12-1DW9E7)

Known Anomalies
Customer Desktop
Automatic Session Time Out
The Siebel Web Engine automatically times out a session after 15 minutes. If a customer is
logged into the Siebel Web Engine for longer than 15 minutes while waiting for a
collaboration session to begin, they will not know that they have been logged out of a
session. When the agent finally receives the customers request, they will receive the
proper contact information. However, co-browsing will begin from the anonymous user
pages. (12-1C2FKB)
New Browser Button

The new browser button does not work from a Netscape-invoked co-browser. Although a
customer would probably not use this function, the button is available for their use. If
customers decide to push the button, nothing will occur. (12-1DW9EQ)
Deleting .pts Files

Whenever a Siebel eCollaboration session is created, a file ending with the extension .pts
is created under the \pts directory of the Siebel File System. These files are not
automatically deleted from the file system, and will need to be periodically removed.
(12-1B3JUR)
User Lists
On occasion, customers who attempt to communicate with an agent through Siebel
eCollaboration will not be able to enter a meeting. This can occur if the customer closes
the Pixion control window or their browser prior to an agent entering the meeting.
Agents can determine whether or not a customer is in the meeting by checking the user
list. The user list can be found by going to the Pixion attending window, selecting view
from the menu bar and clicking on User List. A user list will be presented to the agent with
names of the people in the meeting session. If the customer is not on the list or there is
only one name in the list, then the customer is not in the meeting session. Due to differing
connection speeds, an agent may be in the session well ahead of a customer and will not
see the customer in the user list upon joining the meeting session. (12-17N7XW)

Known Anomalies
Creating New Records within the eCollaboration Activity View

It is not possible to create new records within the eCollaboration Activity View. To create
new records, navigate to My Activities or All Activities Views. (12-229PL7)
Siebel eTraining
Skills Tests
The contents of the Test Question field are displayed on a single line when the test
questions are displayed to the student. To view the full contents of long questions, the user
will need to scroll to the right when viewing the test question. (12-1CVF07)
When a user who is using a Netscape browser takes a Skills Test, the user can modify the
test answers displayed on the HTML test. However, the modifications are not passed back
to the master test question in the Siebel database and the impact is benign. (12-1F4CCR)
Class Registration
To view Class Registration information in the Training Administration screens for Siebel
eTraining, select a specific class session in the Class Schedule view (rather than in the
Course Detail view) before choosing Class Registration from the view bar or menus.
(12-1F9IJJ)
Return to Home Page

When the user selects the Return to Home page, the Course Catalog view will be displayed
because this is the default view for Siebel eTraining. (12-1D4GUV)
Default Start Date and Start Time Displayed in Siebel

eTraining Email Notifications
The default Start Date and Start Times displayed in Siebel eTraining email notifications
may reflect incorrect information. Customers who deploy Siebel eTraining need to use
Siebel Tools to modify the date and time formats to match those used by the database they
are using (Oracle, SQL Server, etc). (12-28192A)

Known Anomalies
Security
LDAP Secure Sockets Layer Connections

The Netscape LDAP Secure Sockets Layer (SSL) connections may not function properly
between Siebel .COM applications and the LDAP server. (SSL is activated by setting the
LDAP security adapter SslDatabase configuration parameter to a non-empty value.)
This is not a serious problem, since both the Siebel server and the LDAP server should be
behind the same firewall. Non-SSL connections do work properly. SSL does work
properly with the Siebel dedicated client. (12-1CV6WX)

Known Anomalies
Siebel Sales
Siebel Sales
Product and Revenue Forecasting
Thin Client Support

Siebel Product Forecasting and Siebel Revenue Forecasting are not available on any of the
thin client deployment options (HTML Thin Client, Thin Client for Windows, Java Thin
Client) in this release.
Order Entry
Multiple Organizational Visibility and the Account Pick List

The Sales Order - Opportunity picklist is based on the Opportunity - Order business
component and has been set to the pop up visibility type ALL. Therefore, the
Opportunity picklist will show every opportunity regardless of the organization. This pop
up visibility type can be easily changed to Organization, which will limit the
opportunity displayed in the picklist to those that are in the users organization.
(12-18F2K2)
Products
Add Existing Products to new Product Line

When associating an existing Product to a new Product Line through the Product Line
Definition applet in the Marketing Administration screen, the 'Product' field may display a
"Y" rather than the product name as intended. This behavior may be resolved by stepping
off the line item, reselecting the field's elipsis, and stepping off the record once again. The
product field will now display the selected product correctly. (12-1YBMMN)

Known Anomalies
Siebel Sales
Drill-Down into Price Lists View

Users may encounter a delay in drilling down into the Price List view from the following
four views: Product Detail Administration view, Product Detail Price Lists Administration
view, Product Detail Price Lists view, and Product Detail view. If this delay is not
acceptable to the user, the workaround is to change the drill down behavior to only show
the single price list in the Price List view instead of all the price lists. (12-1CYLR3)
Quotas & Incentives
Performance
My Opportunities View
On Oracle implementations, when a large number of rows are being returned, the My
Opportunities view may provide response rates above 10 seconds when returning a large
number of rows (>15,000). Should this occur the customer is advised to disable the
DESCENDING sort order of the view and choose an ASCENDING sort order.
(12-1A8I1A)
Send Email
Lotus Notes
When sending an email from Siebel via Lotus Notes, the activity generated has a blank
comments field. This is the result of a Notes/MAPI defect that has been reported to Lotus
Technical Support (12-ZXXIU).

Known Anomalies
Siebel Sales
Siebel Sales Web Client
Activities
Entering Actual Completion Date for an Activity
Before you enter the Actual Completion date for an activity, make sure to change the
Status field to Done. If the Status field is not set to Done, any date entered in the
Actual Completion field will not be saved. (12-1EC76E)
Assigning Activities to other Users

You will not be able to assign Activities to other users in the Opportunities, Accounts,
Contacts, Service Requests and Activities screens. In order to enable this ability by the end
user, make the following configuration changes to the repository using Siebel Tools:
1. Create a field Label called "Assigned To" in the Activity Detail (SCW) applet.
2. Create a control and map it to the Owned By field in the Business Component.
3. Repeat steps 1 and 2 for the following applets
G Activity List Applet (SCW)

G Activity List Applet - child (SCW)
G Service Request Activity Form Applet (SCW)
G Service Request Activity List Applet (SCW)
Having Completed Steps 1 and 2 for all of the applets, you must update the Web
Templates.
4. Add the label and control created in steps 1 and 2 to all associated web templates of
the following applets
G Activity Detail Applet (SCW)

G Service Request Activity Form Applet (SCW)
5. Add the label and control to only the New, Edit, and Query, templates of the
following applets.
G Activity List Applet (SCW)

G Activity List Applet - child (SCW)
G Service Request Activity List Applet (SCW)
(12-2GN0LC)

Known Anomalies
Siebel Sales
File Attachments
You can add file attachments to opportunities, service requests, and fund requests using
the respective detail views. However, these details views do not provide the ability to
remove previously added attachments. In order to enable users to delete attachments, you
can make the following configuration change in Siebel Tools:
1. To the appropriate attachment list applet, copy the EditRecord control to create a
new control called DeleteRecord.
2. Change the Bitmap property to ICON_DELETE and the Method Invoked property
to DeleteRecord.
3. Add this control to the Base template for this applet.
Now, users will see a Delete button next to each attachment. (12-1E8S8R)
Opportunities
Editing Opportunities Related to an Account or Contact
You can view opportunities related to an account or a contact using the Account -
Opportunities view or Contact - Opportunities view. However, you should not edit an
opportunity directly from these views, by clicking the Edit icon in the opportunities child
applet, unless you are the primary sales team member for that opportunity. If you are not
the primary sales team member for the opportunity, you must drilldown to the opportunity
detail view, by clicking on the Opportunity hyperlink, and then perform your edits.
(12-1UM2O7)
Quotes
Editing Configured Solution Quantity
In the Quote Items view, you can drill down on the Solution field to go to the Edit
Solution view, where you will be able to delete the solution, change the solution quantity,
or reconfigure the solution. When you delete or change the quantity of the solution, you

Known Anomalies
Siebel Sales
have to click on Quote Items on the left viewbar in order to return to the quote line items
view. In addition, you must requery the current record (for example, by clicking the
browser's Refresh button) in order to recalculate the total amounts for the quote. (12-
1EK1PZ)
Renumbering Quote Line Items

When a line item is deleted from a quote, the remaining items are not automatically
renumbered. In order to allow the user to renumber the line items, you should add the
"Renumber" button to this applet:
1. In Siebel Tools, go to the applet called "Quote Quote Item List Applet (SCW)".
2. Find this applet's "Base" web template called. Right click on the Base web template
and click Edit Layout.
3. Find a control called "Bsequence" in the Control/Columns window and drag it to the
placeholder next to the "Reprice All" button.
4. Save changes and compile. The "Renumber" button will now appear in this applet.
(12-29AJLV)
Adding Items to an Inactive Quote

When a quote is made inactive by clearing the Active flag, you will not be able to add
items to this quote. If you click the Browse Catalog button on the inactive quote and
attempt to add an item from the catalog, the item will be added to a new quote that will be
automatically created. (12-1FZX0A)
Account Assets
Cannot Select a Contact for an Account's Asset
When you create a new asset for an account, you will not be able to select a contact name
in the New Asset applet. You can remove this field from the applet by performing the
following configuration.
1. Select the Applet object in the Siebel Tools Object Explorer. Find the Asset Mgmt -
Asset List Applet (SCW) applet.
2. Expand the Applet Web Template child object to view all the web templates
associated with this applet.

Known Anomalies
Siebel Marketing
3. For each of the Edit, New, and Query template types, locate the applet web template
item Primary Contact Name and check it as Inactive. (12-1LV3PF)
Entering New Addresses

When you create a new opportunity, contact, or order, you must select an account before
selecting the address. Once you select an account, you can select an existing address or
create a new address associated with this account. (12-1HOZOZ)
Siebel Marketing
Installation
Oracle ODBC drivers

ODBC drivers for Oracle are available only through an install of the Siebel Marketing
server for Oracle. So if the Siebel database is on a non-Oracle platform and an external
marketing data source is on an Oracle platform, the Oracle ODBC drivers are available
with a separate install of the Siebel Marketing server for Oracle. (12-2S6WYK)
Marketing Adminstration
Data Retrieval
Fields that are enabled for data retrieval and labels for attribute family levels should not
have any null data and the text cannot be more than 24 characters. (12-2OEQEW and 12-
2LJY9D)
Attribute Families
Labels cannot be null for an attribute family level and the code should be less than 24
characters. (12-2OEQEW)

Known Anomalies
Siebel Marketing
Marketing Programs
Changing Applied Filters

Users are not prevented from changing the filter selection for a given stage after the
snapshot has been generated. This change will be reflected the next time that the snapshot
is generated but does not invalidate the current snapshot. If the filter needs to be applied
for this occurrence, regenerate the snapshot after the filter change has been made. (12-
2K49GJ)
Marketing Server
Marketing server supports upto 9 significant digits for double data type. (12-2OOF98)
Count for Campaign Waves

The marketing sever makes assignments of campaign members to waves based on the
specified percentages. When these numbers aren't integers, the count for assignment will
be round down, and then the remaining members will be assigned to the waves one at a
time in the order that they were created. The Waves View, however, will always display
the rounded down count. (12-2R6MMS)
Segment Definitions
Segments defined within any version of Siebel Marketing prior to Siebel Marketing
2000.3 will not automatically be upgraded for use in Siebel Marketing 2000.3 or later
releases due to the use of the new Marketing Application Server. A manual process is
required to recreate these segment definitions. (12-2RD5A0)
Uniqueness of Source Codes

It is recommended that unique source codes be used for all marketing program elements
including segments, campaigns and offers. While the default values are always unique,
users that change the values will not be warned if the changed value is not also unique.
(12-15OGBV)

Known Anomalies
Siebel eMarketing
Marketing Server
Stopping the Siebel Service

Stopping the Siebel service does not terminate and remove all processes from the server.
Should a user wish to discontinue server processing, individual tasks may be stopped
using Task Manager. (12-2IBO2J)
Siebel eMarketing
eMarketing Home Page
Pressing enter is not same as clicking "search" button

When an user presses Enter instead of hitting the search button in the "Find Product" view,
the application will display an error. Hitting the Enter key is not same as clicking the
Search button. (12-1879E2)
Siebel eIntelligence
Analysis Views
The view Sales Analysis - Channel - Quote Sales by Channel is actually depicting number
of qouted items, not distinct number of quotes. (12-2OTH78)

Known Anomalies
The following views are not supported in the Siebel 6.3 release: Service Analysis - Field
Service - Average Time Spent Analysis, Service Analysis - Field Service - Average Time
Spent Trend Analysis, Marketing Analysis - Responses - Response Rates by Campaign,
Marketing Analysis - Responses - Response Rate Analysis. These views will need to be
inactivated in Siebel Tools. (12-2SPH0R)
The following views may provide different results in for number of activities then in the
transaction database (OLTP) Field Service views due to the transaction database (OLTP)
Field Service views applets have more constraints then the Siebel eBusiness data
warehouse: Service Analysis - Field Service - Activity Analysis and Service Analysis -
Field Service - Activity Trend Analysis. (12-2RG3LW)
Sample Database Support

Siebel eBusiness Analytics is not supported with the Siebel Sample database. (12-
2SVEIO)
Using Netscape Web Server and WebIntelligence

When using Netscape as your web server Windows 95 and Windows 98 clients are not
supported for Launch Power Query function on the Siebel eIntelligence analysis views.
(12-2S5J9Y, 12-2RKO5F)
When using Netscape as your web server, have your default home page for your browser
set to a page inside your firewall.
Setting up users in the BusinessObjects Repository

In order for the WebIntelligence Users to have their View Document option be set to
Business Objects you may need to set all users as Genearl Supervisors in the
BusinessObjects Supervisor Tool. In Supervisor, highlight your user, right mouse click,
choose Set Profile To, select General Supervisor. The user's profile may be set back to
End User after the WebIntelligence setting has be applied.

Known Anomalies
Siebel Service and Siebel Call Center
eBusiness Data Warehouse
Oracle version 8.1.6

Informatica found memory leaks with Oracle version 8.1.6. We were not able to reproduce
the problem. If you find memory leak problems when using Oracle 8.1.6 version, please
get the Oracle patch 8.1.6.1.2 and follow the Oracle directions to install the patch. (12-
2QPN4Z)
Siebel Campaigns
Multi-Organizational Visibility Restrictions

Once a campaign is created within Campaign Administration Views, users within an
organization can only add Campaign contacts from the same organization. A User can
view all the contacts in the Campaign Contacts List view belonging to different
organizations, but can drill down only on those contacts that he has visibility to. To gain
visibility to an organization, create a new position in that organization. Then reconnect as
that user by choosing File -> Connect and entering the username and password for the
position. (12-25WGX3)
Chart applet contents are not transferred with call transfers that are made between different
organizations. When a user in organization A transfers a call via CTI to a user in
organization B, the user will not have access to chart applets. To display the chart, focus
the chart applet and re-execute the query. (12-29CH6Z).

Known Anomalies
Viewing Campaign Chart With Computer Telephony

Integration
When transferring a call via CTI to another user, the Campaign Call Status Analysis Chart
is blank. To display the chart, focus the chart applet and re-execute the query. (12-
292NVJ)
Service Requests
Entitlement Verification
Performance
Slow performance on entitlement verification may be encountered on the Oracle database
platform if the contact is null. (12-1ATZO0)
Quality Management
Related Product Defects Drill-Down

Product defect records that are displayed as My Product Defects or My Teams Product
Defects can be associated with other product defects by clicking Related Product Defect
and picking from the picklist of defect records. However, you cannot drill down into the
related Product Defect record from the My Product Defects or My Teams Product Defects
views. The workaround is to use the All Product Defects view, select Related Product
Defects from the viewbar and then drill down into the related product defect records
Defect Number field (12-1CHNSF)

Known Anomalies
Siebel Field Service
Assets
Asset Measurement Analysis Chart

The charts x-axis does not properly display a date. The charting data and the date legend
is correct. (12-18HNWZ)
Thin Client
As you navigate from the All Assets view to the Preventive Maintenance view and back in
the Thin Client for Windows and the Java Thin Client, the data in the All Assets view is
not displayed properly. Specifically in the Assets list applet, the Serial Number vanishes
and the Product field below the current asset is changed to No Match Row Id.
(12-1FU47J)
Siebel Barcode
Barcode Printing
Barcode printing on Siebel reports is not supported in any of the Siebel Thin Client
deployment options in this release. (12-15UXQT)

Known Anomalies
Mobile Synchronization
Product Quantity Update

When a product bucket is newly created on the server with a quantity greater than zero,
that quantity value is not properly reflected on the mobile client during the first
synchronization. However, product bucket quantities are properly reflected for subsequent
transactions. The workaround is to initially create the product bucket on the server with
quantity=0 then synchronize all local databases. After this initial synchronization, you can
then begin updating the product bucket quantities via transactions. (12-1FULKJ)
Orders
Line Item Action

Even though Line Item Action is insert-only, you can still add/remove assets from the
asset multi-value group. (12-CXE5I)
Shipment Number
The Shipment Number is still editable after a receipt is created. (12-DSR2D)
Orders on Siebel Thin Client for Windows

When an order is entered, Product Name is a required field. In the Siebel Thin Client for
Windows client, if this field is not entered, the order may disappear in the list applet.
(12-1BOV7R)

Known Anomalies
Siebel Preventative Maintenance
Agreements
Preventive maintenance actions show all the actions for the Plans that are covered by the
Entitlement. These actions may or may not have been created for the Assets of this
entitlement. (12-1AMO8K)
Siebel Logistics Manager
System Preference for Fulfillment Engine

The OrderTypeToBeFulfilled parameter in System Preferences is not used to validate the
Order Types to be fulfilled. However, it should remain as it is entered because it is still
read when the Fulfillment Engine is initiated. (12-19A9BJ)
Replenishment Engine
When the same product is stored in multiple sublevel locations in a warehouse, the
Replenishment Engine calculates the quantity necessary to replenish only the first sublevel
location. (12-1A8D6D)
Siebel Repair
Processing Repair Pick Tickets

Drilling down on a repair pick ticket in the All Pick Tickets, All Pending Pick Tickets, or
My Pending Pick Tickets view always takes you to the Pick Ticket view instead of the
Repair Pick Ticket view. To process repair pick tickets, search for the pick ticket to be
processed using the Repair Pick Ticket view. (12-M059P)

Known Anomalies
Warranty
Warranty Button
Warranties should be created with unique names. If there are warranties with the same
name, the Warranty Button will fail to work properly and generate an error message. It is
necessary to use unique warranty names when initially creating the Warranty records.
(12-1FSGCA)
Warranty Duration Calculation

The warranty Start Date, End Date and Days Left fields are not properly calculated when a
user manually associates a warranty with an asset immediately after selecting the Get
Warranties command button. A work around is to have users go to a different screen
before associating additional warranties to the asset. (12-1Q037J)
Dispatch Board
Dispatched Activities Do Not Show Up in Calendar

Dispatch Board shows activities based on the Planned Start and Planned Complete fields,
while Calendar displays them on the Due Date and Start Time fields, so dispatched
activities will not display correctly. If this is needed, add code to automatically copy the
planned start to the due date upon dispatch
Activities
Field Part Movements

The Field Part Movements applet is supported only when customers have licensed the
Siebel Service Inventory product. (12-1Q9VLN)

Known Anomalies
Siebel eBusiness Application Integration
Replenishment
Error Messages in Field Service Replenishment Engine

Server Task Info Log
After running the Field Service Replenishment Engine repeatedly, errors may appear in
the Server Task Info Log. These errors do not affect the operation of the replenishment
engine and can be ignored. However, it is advisable to verify the correct behavior of the
engine whenever error messages appear as these may be indicative of another problem.
(12-1P0D3J)
Siebel eBusiness Application Integration
MQ Transport
Using ReceiveDispatch Method and Workflow

The MQ Receiver uses the "EAI MQSeries Server Transport" business service. This
receiver cannot dispatch to a workflow that contains as one of its steps the business service
'EAI MQSeries Server Transport'. The receiver cannot also dispatch to the business service
'EAI MQSeries Server Transport'. If you would like to dispatch to EAI MQSeries Server
Transport, create another copy of it in Siebel tools with a different name e.g. "Outbound
MQSeries Transport" and dispatch to that instead.
The above behavior also applies to the EAI MQSeries AMI Tranport and has the same
workaround.

Known Anomalies
Siebel Connector for SAP R/3
Siebel Connector for SAP R/3
Account Order History
Viewing / Importing an Accounts Orders from R/3

When a user imports a list of orders using the View Orders button in the Account - Back
Office Orders view, if the account is not a sold-to party on the SAP R/3 system, all orders
are imported from the SAP System. In order to avoid this scenario, the maps should be
modified to ensure that they are not executed if the Integration ID field for the account in
Siebel is NULL or equal to the RowID. (12-1DI42E)
The Import button in the Account - Back Office Orders view overrides the Siebel order
number value with the SAP R/3 order number, whether or not the order originated from
SAP R/3. To rectify this problem, the business service associated with this button
(Accounts - SAP Maps) may be modified to prevent imports on existing orders.
(12-1F8RM3)
SAP IDOC Receiver
Shutting Down the SAP IDOC Receiver

When a user shuts down SAP IDOC Receiver tasks, the Status field will continue to
reflect the status value for the most recent operation. The value for the Task State field
reflects the state accurately. (12-1DX7YV)

Known Anomalies
Siebel Connector for WebSphere Commerce Suite
Siebel Connector for WebSphere Commerce Suite
Installation
The WCS connector is configured to work against the out-of-the-box configuration of
Siebel eBusiness Applications. Do NOT run the script install_eai_wcs.ksh, it is not
required to operate the WCS Connector. (12-1OR1IZ)
Siebel Connector for SAP R/3 Compatibility

The Siebel eBusiness Connector for IBM WCS Connector and Siebel eBusiness
Connector for SAP R/3 are not compatible in this release. (12-1PUHDG)
Order Integration
Ship-To Address
When an order is created in WCS with a Ship-To address different to the address that was
entered for the shopper when they registered their customer profile, the Ship-To address
will not be captured in the Siebel order after synchronization. Customer profile updates are
not supported in this release, therefore, the addition of another Ship-To address to the
customer profile that is then used during the order process is also not supported.
(12-1PUHDW)
Unregistered Shoppers
When an order is created in WCS using an unregistered shopper, the customer information
will not be captured in the Siebel order after synchronization. To support this scenario
modify the WCS environment to send a Customer Create MQ message to Siebel for the
unregistered shopper before the Order Create MQ message. Alternatively, configure WCS
to only accept orders from registered shoppers. (12-1R4X9R)

Known Anomalies
Siebel Configurator
Read Only Orders

When a WCS order is synchronized with Siebel, the order is read only in Siebel. This is
due to specialized functionality of the Order Entry - Orders business component that is
invoked when the Integration Id is populated. (12-1PJ30N)
Siebel Configurator
Configuration Assistant
Using Back Arrow in Configuration Assistant Should Be

Avoided
Using the back arrow to return to the previous view may cause unexpected error messages
and should be avoided. (12-1BP4SN)
Show Changes Feature Not Available

The Show Changes feature displays the most recent changes made to a quote. This feature
is not available in this release. (12-16XQID)
Verify Button Showing Recommended Items

With models that use Recommends rules, if end users click on the Verify button, the
recommended products will show in the pop-up. (12-1BW3IH)
Products and Organizations

In Siebel 2000, products are subject to multiple organization visibility, but configurator
models are not. If a product used in a model is not in the mobile users organization, it will
not be downloaded to the mobile users local database, but the model will. When the
mobile user tries to use that model to configure products, an error message appears which
states that the product object can not be found in the database. (12-1ERXAI)

Known Anomalies
Siebel Configurator
Scripts and the Verify Button

When a user clicks on the Verify Method, the Cfg_ltemInitialize Event will trigger if one
exists in the model. (12-1DMQ3V)
Limited and Private Synchronization Option Not Supported

Only the Enterprise synchronization options are supported for this release. The Limited
and Private model synchronization option is not supported. (12-1EMCO3)
Catalog Applet Has To Be Refreshed Manually

In some instances, the catalog applet has to be refreshed manually (collapsing and
expanding the tree) to reflect the state of a given item that was automatically added to the
solution. (12-23TF57)
eConfigurator
Some Of The Sample Model Products Can't Bring Up With

eConfigurator
There are couples of configurable products has been created in the sample database. Two
of them won't work correctly in the eConfigurator, they are Regal Pro Workstation and
Regal Performance Workstation. (12-2KJTER )
eConfigurator User Interface Enables Use of Models

Containing Both Products and Virtual Products
The eConfigurator user interface enables the use of models containing both products and
virtual products. Nevertheless, when virtual products are selected, they cannot be removed
using provided user interface controls. The rationale for this is that virtual product are part
of the "solution" but are not displayed in the Solution applet (they are not part of the
shopping basket nor Quote). In case, one wants to display these virtual products and give
the end user the ability to remove them, one can customize the solution applet in Siebel
Tools by changing the Search Specification to also include virtual products. (12-26X861)

Known Anomalies
Siebel Configurator
Error Message in eConfigurator and Configuration

Assistant
If a linked item is created that does not need execution, an error message may be generated
if it is used in both in eConfigurator and Configuration Assistant, since the current
Business Components are different between the two. We recommend that you create two
separate linked items with the proper current Business Object and Business Component
specified or add the Business Component specified in the linked item definition to the
current Biusiness Object. (12-27A7FL)
Quantity Out of Range Message

In eConfigurator, a message dialog is generated if a given quantity is out of range. Auto
finish does not work in this case. The user must return to the configuration session and
input the proper quantity before proceeding to the shopping cart. Alternately, the
administrator can change the behavior by replacing the "chkqty" function in the Advanced
Rules Designer to simply "qty." (12-26X872)

Known Anomalies
Siebel Configurator
Configuration Designer
Preview Rule Results Not Available

The Preview Rule Results menu item from the Actions menu in the Basic Rules Designer
is not available in this release. (12-1BW3IM)
Create a Category for Shared Model if End User is Likely to

Pick the Entire Model
If users are likely to be picking a whole shared model and adding it to their solution, create
a category for the shared model and instruct the end user to pick the category to add the
shared model to the quote. (12-1EUMCV)
Import/Export
Model Rules Only Show in Advanced Rules Designer
In some cases, not all rules show in the Basic Rules Designer after you import a model
even though the rules were all showing in the model when it was exported. (12-1DO19D)
Revert to Released
Not All Rules Show in Basic Rules Designer
In some cases, not all rules show in the Basic Rules Designer after reverting a model
where the rules were all showing in the original model. (12-1D8BP6)
Rules for Copied Model Only Appear in Advanced Rules

Designer
When a user copies a model, rules created in the Basic Rules Designer only appear in the
Advanced Rules Designer for the copied model. (12-1DF666)

Known Anomalies
Siebel Configurator
Upgrading Models
Cfg_Id in Advanced Rules Designer
When you upgrade a model to Siebel 2000, only the Cfg_Ids will be shown in the
Advanced Rules Designer. (12-19Q023)
Writing Rules Between an Item and Shared Model Root

If a modeler is writing a rule from an item to the ROOT of a shared model, the rule should
be created in the Advanced Rules Designer. If the rule was created in the Basic Rules
Designer, the modeler should pick root and not model from the pick list to avoid error
messages. (12-1EUMCR)
XOR Rule Not Displaying Properly

Under certain special circumstances, items that are actually excluded will appear to be
available (e.g., icon not gray, wrong state in scripts) as a result of an XOR rule. However,
internally the configurator actually knows that the item is excluded, and will still produce
only valid output configurations, will respond correctly to input changes, etc. (12-
1C3ELL)
End User Explanations Appear Blank For Cumulative

Requires Rules
For cumulative requires rules created in the Basic Rules Designer, end user explanations
appear blank when clicking the right mouse in the Configurator Assistant. If one wants to
get an end user explanation in the Configuration Assistant, one can add an additional rule
using another operand (like Requires) and write the explanation related to the Cumulative
Requires. For example, if one wants to have an explanation for A Requires B
cumulatively, one should add a rules like (A and B) Requires B (using the logic designer
or the advanced rules designer) and write the explanation like A requires B
cumulatively. This issue with explanation is true whenever the inc operand is used, and
the general way to deal with this will be to use a similar technique as that described above.
(12-263DJ6)

Known Anomalies
Siebel Configurator
Original Model Name Used As Root Name Model

Original model name is used as root name of model in the catalog applet even if the name
is changed in the Model Manager View. (12-26X87Q)
Copying a Model Where Value for Name Already Exists

In some instances, an error will occur while copying a model that the value for Name
already exists. This happens when you lock two unreleased models sequentially and then
copy the second model. The first model name is changed to that of the one you were trying
to copy. This can be corrected by clicking OK on the error message and do Edit>Undo to
change the first model back to its original name. (12-286F99)
System May Not Be Able To Generate an Explanation For

Complex Rules Created in Basic Rules Designer
The system may not be able to generate an explanation for complex rules created in the
Basic Rules Designer, and an error message occurs that a description for this rule cannot
be formatted. In this case, the administrator can input his or her own explanation if one
cannot automatically generated. (12-26X87B)
Siebel Configurator Not Supported with Thin Client for Windows

The Siebel Configurator is not supported in the Thin Client for Windows or Java Thin
Client deployment option in this release.

Known Anomalies
Siebel Pricer
Siebel Pricer
Siebel Price Lists
Converting the Costs to a New Currency

If the base currency is changed for a price list, the price conversion in the cost column in
Siebel Price Lists will not be automatically converted. To add this functionality in, add a
user property to the internal product business component in Siebel Tools with the
following name-value pair:
Name: On Parent Price List Currency Code Change Convert 4
Value: Cost
Recompile the srf and the costs in the price list will be subsequently converted to the new
price list currency.
Log File
Scripts
If you have a pricing factor that calls a script, the Pricing_Engine_Log.txt file will
incorrectly show that the script was applied (Rule Applied = Y) even if the script did not
execute. (12-1C3UVP)
Locked Pricing Models and Siebel eChannel

Pricing rules in a locked pricing model may fire in eChannel, eSales, and thin clients. If
this is not desired behavior, the workaround is to remove the association of the pricing
model to the price list. This will prevent the pricing model from executing while the model
is still locked. (12-1EUXXF)

Known Anomalies
Siebel Pricer
Pricing Comments for Aggregate Rules in eSales and eChannel

Pricing comments for aggregate rules will not appear anywhere in the out-of-the box
screens for eChannel and eSales. A customer can customize the screens to add these
comments if desired. (12-1DWQ51)
Quotes and Orders Views and Promotional Price

A Promotional Price column (in addition to the List Price) is not included in the dedicated
client Quotes and Orders (and Test Quote and Test Order) list views. This may cause some
confusion to the user because if a promotional price is included in the price list, the pricing
engine will use the promotional price instead of list price in performing the calculations.
Therefore, when the discount amounts and percentages appear in the quote or order line
item, they may be greater than what the user expects because a promotional price has
increased the amount of the discount from the list price. (12-1DWOWX)
Siebel eSales
If you create a pricing factor on the shipping method field, billing information or payment
information, this factor will execute in the dedicated client but will not execute in eSales.
Customers typically create special rules for payment and billing information.
(12-1DPMYV)

Known Anomalies
Siebel Professional Services
Siebel Professional Services
Time Sheets
Account Information
When an account is selected on the time sheet header, the account name and site are not
displayed correctly; the account name displays the account ID and the site will not display
anything. Although the account is not displayed correctly on the header, the correct
account is defaulted and displayed in the time sheet details. The time sheet details are the
records used in the time and expense summaries and reports. (12-1EM7NJ)
Submitting
Change to Read Only After Submitting
If a user changes the status of a time sheet to submitted while in the Time Sheet Details
view, the detail lines can be updated. No other lines can be added, nor can lines be deleted.
If the details applet is requeried, the expected behavior of the applet (read only) is
restored. (12-1E1DNK)
Time and Expense Reporting
Siebel eBriefings
Login
Login to Thin Client for Windows

When you select the Briefing tab in the Thin Client for Windows client, you are required
to enter your username and password to access eBriefings (12-1BU9Z0)

Known Anomalies
Siebel Communications Server
Outbound Request View

An user will be unable to delete a newly added record in the DBM campaigns. As a
workaround the user can delete the newly created request and create a new one. (12-
27UEAE)
Siebel Paging
Siebel Computer Telephony Integration
Importing CTI Configurations using Windows 98

The maximum file size when importing Siebel CTI events and commands using Siebel
clients on Windows 98 is 60K. (12-29VUGM)
Installing Siebel CTI with Genesys

For Genesys 5.1 connectivity in a Genesys T-Server environment, the installation of the
Genesys 5.1.004 OLE/COM Desktop does not install the Genesys tserver.cfg file on the
Microsoft Windows NT client. The Genesys tserver.cfg file may be obtained from
Genesys Telecommunications Laboratories or may be copied from a client workstation
with Genesys InterActive-T OLE Automation and COM Toolkit 5.0.107 installed. The
Genesys tserver.cfg is to be placed in the C:\WINNT directory of the client workstation
when installing Genesys 5.1.

Known Anomalies
Performing Consultative and Conference Transfers with

Genesys
Use of the physical telephone may be required with the Genesys CTI middleware in the
following scenarios:
1. Conferencing with more than three parties. (12-EFRDY)
2. Consultative transfers involving putting parties on hold. (12-LBHAX)
Aspect to Support Their CTI Middleware for Siebel CTI

Please contact Aspect Telecommunications regarding Aspect CTI support with Siebel
CTI. For up to date information in regards to the Aspect provided and supported CTI
driver, the data sheet and integration brief, please visit the Siebel Alliances website at
http://www.siebel.com. (12-1APJAY)
Agents with Multiple Positions within an Organization

Where agents are assigned multiple positions within an organization, agents that are not in
the appropriate position of the organization on an inbound call may receive the screen pop
with an error pop-up. Agents may clear the error pop-up and change positions to gain
access to the data. (12-1E5BXW)
Multi-Tenancy Support for the Service Contact Detail View

The following configuration options are available to a user who desires the Service
Contact Detail view to have full Siebel CTI multi-tenancy functionality:
1. In Siebel Tools, select the Service Contact Detail View. Set the Visibility Applet Type
property to Organization and the Visibility Applet property to Service Contact Entry
Applet NB.
2. In Siebel Tools, create a new view by copying the Service Contact Detail View. Set
the Visibility Applet Type property to Organization and the Visibility Applet property
to Service Contact Entry Applet NB. Use this new view for the Siebel CTI screen pop.

Known Anomalies
3. Select a view for the Siebel CTI screen pop that has the Visibility Applet Type
property already set to Organization.
Before performing one of these options you will receive an error message pop-up and the
associated activity will not be automatically created when Siebel CTI switches the users
organization based on the data associated with the call. This does not affect customers that
are not enabling multiple organizational visibility. (12-1C7V6I)
The Rockwell Spectrum with Genesys CTI Middleware

The Telephone Status Administration view may not contain accurate agent entries when
the conference feature is used. (12-1E1FW3)
Viewing Call Activities for Simultaneous Calls

The view call functionality, when handling simultaneous calls may not present the correct
call activity. When agents receive simultaneous calls, the agents should perform a manual
association for each call to ensure that call activities are created and presented correctly.
Otherwise, the agents can view the activity associated with a call from the Activities view
for the customer. (12-1MSMCE)
Disabling CTI Commands

If the user disables a CTI Command, the corresponding Command Definition should be
deleted from the CTI Configuration and the corresponding CTI button should be removed
from the CTI Toolbar. (12-1QBUII)
Outbound Requests
Effect of Never Email/Never Fax profile value

Communications Server does not check the Never Email/Never Fax profile parameters
before sending out any outbound communication. Thus the users should filter out
contacts/prospects who have requested no email/fax before executing a Communication
Server request. (12-1AACJJ)

Known Anomalies
Siebel Enterprise Server
Supported Code Pages

The operating system code pages of the servers that support the Siebel Gateway Server
and Siebel Server and all Siebel clients that connect to them must be in compatible code
pages. (12-1D26IV)
Server Manager
Listing Component Groups When All Components Are

Disabled
If all of the Component Definitions in a Component Group are Disabled when that
Component Group itself is Enabled, the Server Manager Component may exit
abnormally if the AdminState of the Component Group is queried. (12-23F3YL)
Component Group Alias Name

In the Enterprise Components Group applet in the Enterprise Configuration Enterprise
Component Groups view, creating a component definition in the Component Group
Alias column with a string length of more than 14 characters will result in an error
message. (12-1C7LAF)
Setting Server Event Logging Level to Zero

Server Event logging level cannot be set to zero (0) in the Server Event Configuration
view. (12-1EJI1N)

Known Anomalies
Display Button in Info Log Views

The Server Info Log and Task Info Log views may not display log data if the log file
segmenting feature is enabled or for Task logs or if the Task has completed. The complete
log can be viewed by clearing the Display Last Lines field. (12-183WXJ)
Stale/Invalid Task Handle Error for EIM

Certain instances of typographical errors and/or missing or invalid parameters within a
default.ifb file may result in the exiting of the EIM Task, as well as the anomalous
appearance of a SVR-0005: Stale or invalid Task handle error. However, the log file
contains a proper error message. (12-1DPA5V)
Siebel Enterprise Integration Manager
Change in Address Key

The unique key for addresses in Siebel has been updated to include an address name field.
The address name field, plus the account or person id associated with the address in
Siebel, must form a unique combination. All address imports into Siebel will be affected
by this change. Addresses already in Siebel, and those addresses entered through the user
interface in Siebel 2000.1 and beyond, will automatically receive an address name = Street
(truncated to some length) + City + State + some unique number (when required). We
suggest that our customers use some similar algorithm in formulating their address names.
Included here are several suggestions for a smooth transition to this new format:
1. When the source of your address data provides a unique name for the address (within
the account or contact), you may want to simply map this name to the new address
name field. For example, if Chris Conway has two addresses, already named "Primary
Residence" and "Vacation Home" in your existing data source, you might simply want
to keep those names when importing into Siebel.

Known Anomalies
In cases like this, you'll want to set the NAME_LOCK_FLG on the address table in
Siebel to = 'Y'. (Using EIM_ADDR_ORG, you would specify this through the
ADDR_NAME_LOCK_FLG column.) If you use the old S_<tablename>_IF
interface tables, you will not be able to specify a value for NAME_LOCK_FLG. It
will default to 'N' which means that the address name will be automatically updated
each time the address is modified through the user interface. Please transition your
interface to the corresponding EIM_ interface table if you need to utilize the address
name lock feature.
2. Alternatively, you can use the formula that Siebel uses when calculating its address
names. Included here is a sample SQL statement that would do this in the
EIM_ADDR_ORG table:
update EIM_ADDR_ORG
set ADDR_ADDR_NAME =
case
when ADDR_ADDR || ADDR_CITY || ADDR_STATE || ADDR_ZIPCODE is null
then 'Unknown Address'
when ADDR_ADDR is null and ADDR_CITY || ADDR_STATE || ADDR_ZIPCODE
is not null then ''
else rtrim (substr (ADDR_ADDR, 1, (100 - value (length (ADDR_CITY),
0)
- value (length (ADDR_STATE), 0)
- value (length (ADDR_ZIPCODE), 0)
- 6)))
end
||
case
when ADDR_CITY is null then ''
else ', ' || ADDR_CITY
end
||
case
when ADDR_STATE is null then ''
else ', ' || ADDR_STATE
end
||
case
when ADDR_ZIPCODE is null then ''
else ', ' || ADDR_ZIPCODE
end
where IF_ROW_BATCH_NUM = 1

Known Anomalies
Use of the S_xxx_IF and EIM_ Tables

Siebel 2000 adds a new set of interface tables, named using the EIM_ convention. These
tables support all of the EIM features, including new features in Siebel 2000 such as the
ability to manage primary relationships and support multiple organizations through EIM.
It is strongly recommended that customers migrate to these new EIM_ tables. Siebel
Systems will remove the S_xxx_IF tables from a future release of Siebel eBusiness
Applications.
The interface tables from prior releases of Siebel, named using the S_xxx_IF convention,
are enabled and may continue to be used in Siebel 2000. However, interfacing through the
S_xxx_IF tables is supported only if you have a single organization. If you will use the
new multi-organizational visibility capabilities of Siebel, you must use the new EIM_
tables.
This is true for all database platforms except DB2/390. On the DB2/390 platform, only the
use of the IF_ tables is supported. (12-27O7D3)
Optimizing Interface Table Indexes on Oracle

In order to optimize performance of EIM operations on the Oracle platform, you may need
to modify the storage parameters for the indexes on the EIM Interface Tables you are
using. A sample SQL script, ifindxstrg_big.sql, is provided in the \Oracle subdirectory of
your Siebel Database Server installation as a basis for the changes you should consider
making. Siebel recommends that you tailor this to suit your specific requirements, then
execute it while logged in to the database as a user with DBA privilege. For example, you
should ensure that storage parameters are changed only for indexes on the EIM Interface
Tables that you will be using.
Warning: You should treat this script as a template only. If you execute the script
unaltered, it will change the storage parameters for indexes on all EIM Interface Tables
and this will consume approximately 18-20Gb of space. Please make sure to allocate
enough space in your database prior to running the script. (12-1E8KP8)

Known Anomalies
Only/Ignore Base Columns Parameter

All columns that form the user key, including optional parts of the user key, must be
included when using the only/ignore base columns parameter. Failure to include all user
key columns will cause EIM to exit with an error. (12-19VJ8G)
Export Not Supported on Incentive Compensation

Interface Table
The Export feature of Enterprise Integration Manager is not supported on
S_IC_CALC_IT_IF and on EIM_IC_CALC_IT. Attempting to export to these tables will
result in EIM exiting with an error. (12-M1TTK)
Translating BU_ID Columns to BU_NAME After Export

After export, you may wish to execute a SQL statement to translate BU_ID columns into
BU_NAME. You can use c:\siebsrvr\admin\eim_export_lookup_bu_name.sql as a
template.
Importing Contacts
Be sure to set the CON_PRIV_FLG value to N when importing contacts through EIM.
(12-1F8BNY)
Inventory Location Tables

Table Mappings
EIM table mappings from interface table S_INVLOC_IF to base tables S_INVLOC_REL
and S_INVLOC_ROLLUP have been defined and deactivated. These should not be
activated. Interfacing data into these tables can result in corrupt inventory location
hierarchy definitions.
Do Not Merge Inventory Locations

Merging inventory locations through the interface table S_INVLOC_IF can result in the
deletion of inventory transaction records and incorrect inventory levels.

Known Anomalies
Do Not Update Inventory Transactions

Do not update or delete inventory transactions through the interface table
S_INV_TXN_IF.
Importing Inventory Location Hierarchies Is Not Supported

Importing inventory location hierarchies via EIM is not supported in this release. EIM
mappings from S_INVLOC_IF to the base tables S_INVLOC_REL and
S_INVLOC_ROLLUP have been defined but are deactivated and must not be activated.
Siebel Remote
Redialing on Windows 95
On the Windows 95 client platform, Siebel Remote may encounter an error when
attempting to redial the network connection after encountering a busy signal. The
Microsoft executable that interfaces with the modem does not free itself automatically,
locking the modem and preventing a subsequent connection. To avoid this issue, users
should manually connect to the network via Dialup Networking before starting the Siebel
Remote synchronization session. Alternatively, you could provide a batch file that invokes
siebsync.exe and stops the rnaapp.exe process upon exit. This is the Microsoft process that
keeps the modem locked. (12-VWO01)
Mobile User Administration

Care must be exercised when deleting mobile users to ensure that the user status is kept in
synch across all Enterprise Server components. Before deleting mobile users, be sure to set
the end date to the current or an earlier date. Ideally shut down all Siebel Remote
Enterprise Server components before actually deleting the user record. If the Enterprise
Server components must be kept running, wait at least several hours to ensure they have
all been updated with the new status before actually deleting the user record. (12-
1DPB5V)

Known Anomalies
Special Characters in Data

Column values that begin with the characters {T or {D and have the character } further
along in the string will cause failures of local database initialization and synchronization.
Add an additional character to the beginning of such fields to workaround the problem.
(12-TYNPA)
Siebel Replication Manager
Executing Server Initialization

You must execute set required environment variables before running Server Initialization
on the regional server. Complete the following steps to set the variables:
1. Open a command prompt window on the regional Siebel Server.
2. Navigate to the directory <siebsrvr_install>\bin, where <siebsrvr_install> is the Siebel

Server installation directory.
3. Type siebenv.bat and press enter to set the environment variables.
4. Type srvrinit.exe and press Enter to start the Server Initialization program.
(12-1D5DD7)
Executing Server Initialization on a Regional Database

When running srvrinit.exe to initialize a regional database, it will exit with an error when
first run. Re-run srvrinit.exe to successfully initialize the local database. (12-1PHYIB)

Known Anomalies
Siebel Tools
Other Server Functions
SQL Tracing
To use SQL tracing on the server, in addition to setting the SQL Flags parameter to its
documented value, you will need to set the Log Level to 4 for the SQL Tracing Event
Type for the component. This value can be set in the Server Administration

Components Component Event Configuration view.
Siebel Tools
Application Configuration
Embedding Microsoft ActiveX Controls

Embedded ActiveX controls whose properties can be modified at runtime may return the
error message
[ADODC]:Unknown error. [ADO] in operation
(12-1EUSGW)
Alpha Tab Bar Characters

Special characters, such as # and /, may not be used on the Alpha Tab Bar.
(12-17W27X)

Known Anomalies
Siebel Tools
Siebel eScript
CORBACreateObject Method Not Supported

The CORBACreateObject supports only the IONA ORB listed in Siebel ystem
Requirements and Supported Platforms.
Passing Floating-Point Arguments via SElib.DynamicLink

The method SElib.DynamicLink does not support passing floating-point arguments to a
function in an external library. Passing a floating-point argument may corrupt all
arguments passed after it. (12- S8QNV)
Do Not Define and Assign a Function in the Same

Statement
When assigning a new function to a variable, you should do it in two separate
statementsone for the declaration and the other for the definition.
For example:
var fn = myfun;
function myfun()
{
TheApplication().MsgBox(In myfun);
}
(12-ZAPT5)

Known Anomalies
Upgrading Siebel eBusiness Applications
Object Interfaces
Siebel Data Bean
Database Extensibility
Acceptable Error Messages
Upgrading on Oracle
The following error message is benign and can safely be ignored, as with other messages
that appear in the errors.rtf file:
ODBC error S0011 in SQLExecDirect: [MERANT][ODBC Oracle 8

driver][Oracle 8]ORA-01408: such column list already indexed
(native error 1408). (12-1DZYYJ)
Upgrading on DB2 UDB
Eliminating Duplicate Rows Prior to Upgrade

The version of DB2 supported by earlier releases of Siebel eBusiness Applications limited
the length of unique indexes to 255 bytes, which may have resulted in duplicated records
being entered into some tables. These duplicates will cause the creation of new unique
indexes in Siebel 2000 to fail, so duplicate rows must be identified and eliminated before
beginning the Siebel 2000 upgrade process.

Known Anomalies
The script db2_dup_rows.ksh is provided in the DB2 subdirectory of your Siebel Database
Server software installation. This script must be edited using a text editor to set the correct
parameters, then executed from a Korn shell. Both the editing and execution are performed
in a manner identical to that used for upgrep.ksh during the upgrade process. Refer to the
Siebel Upgrade Guide for detailed instructions on editing and executing these scripts.
When executed, db2_dup_rows.ksh outputs two files: db2_dup_rows.log and

db2_dup_rows.txt. These will contain a list of any identified duplicate rows. If these files
list duplicate rows, you must merge these rows through the Siebel client prior to beginning
the upgrade process. Failure to do so will result in the upgrade process failing.
(12-1CBGQ5)
Acceptable Error Messages

After running the script upgrep.ksh during the upgrade of the database server, customers
have to check the log files for any unacceptable errors before continuing. The file errors.rtf
contains a list of acceptable error types which should be ignored. The errors below are not
listed in the file, but should also be ignored.
ODBC error 01003 in SQLExecDirect: [IBM][CLI Driver][DB2/NT]

SQLSTATE 01003: Null values were eliminated from the
argument of a column function. (native error 0).
(12-1E0CRS)
The following error message is benign and can safely be ignored when encountered for
any and all tables starting with IDOC, W_, or V_:
{call siebstat ('siebel','W_SR_STG','SQL_STATS_ALL')}
ODBC error S1000 in SQLExecDirect: [IBM][CLI Driver][DB2/NT]

SQL2306N The table or index "W_SR_STG" does not exist.
(native error -2306).
(12-1E0CS6)

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SIEBEL eBUSINESS APPLICATIONS

Windows is a registered trademark of Microsoft Corporation.

Chapter 2. Sample Database and Responsibilities

Chapter 3. Supported Platforms

Chapter 4. Known Anomalies

Version 6.3, Rev. A Siebel eCommunications Release Notes iii

Siebel Client Operation ..............................................................................4-5

iv Siebel eCommunications Release Notes Version 6.3, Rev. A

Siebel eSales ............................................................................................4-41

Version 6.3, Rev. A Siebel eCommunications Release Notes v

Siebel eMarketing ........................................................................ 4-71

vi Siebel eCommunications Release Notes Version 6.3, Rev. A

Version 6.3, Rev. A Siebel eCommunications Release Notes vii

Supported Code Pages..............................................................................4-94

viii Siebel eCommunications Release Notes Version 6.3, Rev. A

Siebel Systems provides the industrys most comprehensive family of multichannel

Proven eBusiness Experience

With best-of-class functionality in every category of eBusiness application software,

Siebel eBusiness Applications Documentation

Siebel eBusiness Applications documentation is available on the Siebel eBusiness

Version 6.3, Rev. A Siebel eCommunications Release Notes 1-1

This document contains the following:

n Release Package Contents (in this Introduction)

n Sample Database and Responsibilities (Chapter 2)

n Known Anomalies (Chapter 3)

Release Package Contents

n Siebel eBusiness Applications Client Programs CD-ROM. See below.

n Siebel eBusiness Applications AIX Server Programs CD-ROM. See below.

n Siebel eBusiness Applications Solaris Server Programs CD-ROM. See below.

n Siebel eBusiness Applications Windows Server Programs CD-ROM. See below.

n Siebel eBusiness Applications UNIX Server Ancillary Programs CD-ROM. See

n Documentation. See below.

1-2 Siebel eCommunications Release Notes Version 6.3, Rev. A

Siebel eBusiness Applications Client Programs

n Siebel Dedicated Client

n Siebel Data Bean

n Siebel OLEDB Provider

n Siebel Sync Software

n Siebel Thin Client for Windows

n Client-side Ancillary Programs

Siebel eBusiness Applications Server Programs

n Siebel CORBA Object Manager

n Siebel .COM Applications

n Siebel Database Server

n Siebel Enterprise Connectors

n Siebel Gateway Server

n Siebel Marketing Database Server

n Siebel Marketing Server

n Siebel Report Server

Version 6.3, Rev. A Siebel eCommunications Release Notes 1-3

Siebel eBusiness Applications UNIX Server Ancillary Programs

n Siebel eCommunications Administration Guide

n Using Siebel eCommunications

n Siebel eCommunications .COM Applications Guide

n Siebel Server Installation Guide

n Siebel Client Installation and Administration Guide

n Guide to Siebel Global Services

1-4 Siebel eCommunications Release Notes Version 6.3, Rev. A

Online help for your product is provided in two forms:

n A compiled online help system, which is installed with the product.

Version 6.3, Rev. A Siebel eCommunications Release Notes 1-5

Version 6.3, Rev. A Siebel eCommunications Release Notes 2-1

Table 2-1. Selected Siebel eBusiness Applications Demo Users