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What and Why Tracing? When you open a support ticket with Oracle Support, they ask for some files for troubleshooting the issue. Below is the list which can help debug the Email related issues one self or provide log and configuration files to Oracle Support. Tracing Communications Outbound Manager (CommOutboundMgr) Tasks Capturing Outbound Messages in Raw Format Trapping the SMTP/POP3 protocol Tracing the Send Email Button Click Event for Send Button – Siebel Dedicated Client Tracing the Send Email Button Click Event for Send Button – Siebel Web Client Exporting Internet SMTP/POP3 Server Communications Driver Default Settings Exporting Communications Outbound Manager Component Configuration Process: To enable tracing for POP3SMTP log , please go to Site Map > Administration - Communcations > Communications Drivers and Profiles. In the Driver Parameters tab, set the following parameter: LogDebug=TRUE If POP3SMTP logs are not generated, make sure ‘Log Directory’ parameter is c...

Use the export capability in the Siebel Web Client to capture details of your CommOutboundMgr component configuration. Follow the steps below to export this data. Log in to the Siebel Web Client as SADMIN. From the application-level menu, choose View > Site Map > Administration - Server > Servers > Components view. In the Components view, select the Communications Outbound Manager component. Click the Component Parameters view tab. In the Parameters applet, from the applet-level menu, choose Export. In the Export window, select the following settings: Rows to Export All Rows In Current Query Columns To Export All Output Format HTML Click Next And save the resulting Output.HTML file as CommOutMgrParam.HTML. Attach the CommOutMgrParam.HTML file to your service request. If requested by the Technical Support Engineer, export data from other applets in this view. Similar articles: How to enable tracing for POP3SMTP log for Oracle Support Tracing Communications Outbound Man...

You can also use the export capability in the Siebel Web Client to capture details of your SMTP/POP3 communications driver settings. Follow the steps below to export this data. Log in to the Siebel Web Client as SADMIN. From the application-level menu, choose View > Site Map > Administration - Communications > Communications Drivers and Profiles. In the Communications Drivers and Profiles screen, select the Internet SMTP/POP3 Server communications driver. In the Driver Parameters applet, from the applet-level menu, choose Export. In the Export window, select the following settings: Rows to Export All Rows In Current Query Columns To Export All Output Format HTML Click Next and save the resulting Output.HTML file as IntSMTPPOP3.HTML. Attach the IntSMTPPOP3.HTML file to your service request. Similar articles: How to enable tracing for POP3SMTP log for Oracle Support Tracing Communications Outbound Manager (CommOutboundMgr) Tasks Capturing Outbound Messages in Raw Format Tr...

In addition to tracing the reply and forward functionality in the Siebel Dedicated Client, Siebel Systems recommends tracing the reply and forward functionality on the Siebel Web Client. You can use Object Manager tracing on the Siebel Web Client to trace the button click events for Send button, following the steps below. For more detail regarding component event logging, refer to Siebel Bookshelf  > Siebel Server Administration Guide > Event Logging Administration > Component Event Types > Configuring Component Event Types. Set up tracing on the object manager. Log in to the Siebel Web Client as SADMIN. From the application-level menu, choose View > Site Map >Administration - Server > Servers > Components view. Select the Object Manager component that is being used and appropriate to the Siebel application. Click the Component Event Configuration tab. In the Component Event Configuration applet, change the event logging levels for the following to these val...

To troubleshoot issues with replying to or forwarding inbound emails, you can trace the clicking of the Send button on the screen. This will capture a full tracing of the Siebel client invoking any of these buttons. Follow the steps below to trace these button events on a Siebel Dedicated Client: Launch a Siebel Dedicated Client in the following manner. Click the Windows Start Button, and then choose Run. In the Run window, type CMD to invoke the Microsoft DOS Command window. In the Command window, change the directory to the BIN directory of the Siebel Dedicated Client. Type the following commands: Set SIEBEL_LOG_EVENTS=all Siebel.exe /c uagent.cfg NOTE: The second command assumes that you are running a Siebel Call Center application. If you are running a different application, use the appropriate .cfg file for the application. Log in to the Siebel application. From the application-level menu, choose View > User Preferences > Outbound Communications. Press Alt-Print Screen to ta...

You can capture the inbound POP3 protocol conversation of the Siebel Server with the POP3 mail server as mail is fetched. The same setting will also capture the outbound SMTP protocol conversation of the Siebel Server with the SMTP mail server as mail is sent. Follow these steps to capture the POP3 or SMTP protocol conversation: Log in to the Siebel Web Client as SADMIN. NOTE: You can also log in as another user who has access to the Administration - Communications screen. Choose View > Site Map > Administration - Communcations > Communications Drivers and Profiles. In the Communications Drivers applet, select the Internet SMTP/POP3 Server communications driver. In the Driver Parameters tab, set the following parameter: LogDebug TRUE Restart the CommOutboundMgr task. If necessary also restart the CommInboundMgr tasks and their corresponding eMail Response Groups and allow incoming mail to be processed. If you are troubleshooting an issue with replies to or forwarding of inbo...

If you are troubleshooting issues with auto replies or with replies to or forwarding of inbound emails, you can capture the outbound messages in their raw format, as text files which are the MIME encoded raw Internet email messages. This allows  Technical Support to see the outbound messages as they are sent out by the Siebel Server. Follow these steps to trap outbound messages in this format: Log in to the Siebel Web Client as SADMIN. NOTE: You could also log in as another user who has access to the Communications Administration screen. Choose View > Site Map > Administration - Communications > Communications Drivers and Profiles. In the Communications Drivers applet, select the Internet SMTP/POP3 Server communications driver. Click the Driver Parameters tab, set the following parameter: Save Sent Messages TRUE Restart the CommOutboundMgr task. Raw outbound email messages will be captured in the SIEBEL_ROOT\SiebSrvr\bin\sent directory. The file names will generally look...

To troubleshoot issues with outbound mails or issues with replies to or forwarding of inbound messages, you will need to increase the event logging and SQL logging for the Communications Outbound Manager component, CommOutboundMgr. Follow the steps below to enable these increased logging levels. You can find more detail regarding component event logging in Siebel Bookshelf version 8  > Siebel System Monitoring and Diagnostics Guide > Configuring Siebel Server and Component Logging > Configuring Siebel Server Component Logging > Setting Log Levels for Component Event Types Log in to Siebel Web Client as SADMIN. From the application-level menu, choose Site Map > Administration - Server Configuration > Servers > Components . In the Components applet, select the Communications Outbound Manager component. In the third applet click the Events tab. In the list of  Events applet change the following Logging Levels to the following values: Error Condition = 5 Gener...