Recently we stumbled upon strange issue of mutiple emails going to same contact record. To make matter worse it was not happening for all contact records. On further investigation we found if you set primary suspect id in multiple Case records for same contact record you will get this behavior. Multiple emails will go to the same Contact id. This issue is also reproducible in OOB Siebel Public Sector flavor. One can always use "Administration - Communications -> Outbound Request Overview" to verify this.
As devil lies in details and issue lies in SQL. On enabling all the logging parameter of Outbound Communication Manager, we found the join between S_CONTACT and S_CASE was causing this issue. The query was returning more than one record per Contact recipient Id. On Disabling the Join with Alias Name, Case Primary Contact in Contact BC, it worked perfectly.
We have raised SR with Oracle and same has been made as public Knowledge item by good guys at Oracle. Below is the link for same. Hope it helps many.
Multiple Emails Are Going When Using Outbound Communication Manager Business Service (Doc ID 1672680.1).
As devil lies in details and issue lies in SQL. On enabling all the logging parameter of Outbound Communication Manager, we found the join between S_CONTACT and S_CASE was causing this issue. The query was returning more than one record per Contact recipient Id. On Disabling the Join with Alias Name, Case Primary Contact in Contact BC, it worked perfectly.
We have raised SR with Oracle and same has been made as public Knowledge item by good guys at Oracle. Below is the link for same. Hope it helps many.
Multiple Emails Are Going When Using Outbound Communication Manager Business Service (Doc ID 1672680.1).
Happy Configuration!!
