IC web client : No SLA and Questionnare sections in Complaint View

In IC webclient,IC_AGENT business role, I am unable to see SLA and Questionnare sections in complaint view.
But if i login through DEFAULT business role and go to complaint view i can see both the sections.
When i went throught the UI configure tool,i saw that the IC web client UI components are different than the normal default UI components for complaint.
So can anybody let me know how to enable these section in IC webclient ?
Do we need to do UI customization here ?
Thanks
Amol

Hi Eyal,
I have followed these steps to get the result.
1. In MS word, I put the place holders like <BUS1006-LINE0> and in properties of the field - selected as merge field.
2. Then implemented BADI and put break point in BADI.
3. When in FAX view, I selected word doc template with check box, at this point, the process stops in BADI and here i am seeing value for this variable.
4. Then after clicking on the word document, one more window opens with template information , but it is showing <BUS1006-LINE0>.
Would you please suggest, why the values are not passed to MS word.
Or would you please explain briefly what you have done to send contact person information to MS word
Thanks a lot for your help in advance.
With regards,
Ravi

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----------- Log FILES -----------
The sweapp logs got updated with these messages.
SisnapiLayerLog     Error     1     000000814c570f29:0     2010-08-03 09:54:43     1440934800: [SISNAPI] Async Thread: connection (0xb919828), error (1180682) while reading message
GenericLog     GenericError     1     000000814c570f29:0     2010-08-03 09:54:43     (ssmsismgr.cpp (837) err=1180682 sys=0) SBL-NET-01034: The SISNAPI connection was closed by the peer.
GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     ( (0) err=4653067 sys=0) SBL-SCB-00011: Failed to connect to pipe ((null)) on process (null).
GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     (ssmsismgr.cpp (773) err=3670020 sys=0) SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     (ssmsismgr.cpp (1761) err=3670022 sys=0) SBL-SSM-00006: Error while sending message to server.
ObjMgrSessionLog     Error     1     000000024c570e66:0     2010-08-03 09:54:43     CSSUModel::InvokeSrvcMethod - Failed with Error=10879179 for service=Web Engine Interface, method=Request
ProcessPluginRequest     ProcessPluginRequestError     1     000000024c570e66:0     2010-08-03 09:54:43     -1742095472: [SWSE] Error invoking service method 10879179
ProcessPluginRequest     ProcessPluginRequestError     1     000000024c570e66:0     2010-08-03 09:54:43     -1742095472: [SWSE] Error Message 0 : error 10879179 : Not connected to the server.
SBL-SSM-00006: Error while sending message to server.
ProcessPluginState     ProcessPluginStateError     1     000000024c570e66:0     2010-08-03 09:54:43     -1742095472: [SWSE] Invoke service method failed.
GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     ( (0) err=4653067 sys=0) SBL-SCB-00011: Failed to connect to pipe ((null)) on process (null).
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GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     ( (0) err=4653067 sys=0) SBL-SCB-00011: Failed to connect to pipe ((null)) on process (null).
GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     (ssmsismgr.cpp (773) err=3670020 sys=0) SBL-SSM-00004: SISNAPI Hello failed. The server component could be down.
ProcessPluginRequest     ProcessPluginRequestError     1     000000024c570e66:0     2010-08-03 09:54:43     -1742095472: [SWSE] Set Error Response (Session: Error: 10879179 Message: Not connected to the server.
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ObjMgrLog     Error     1     000000a44c570f29:0     2010-08-03 09:55:00     (cscfg.cpp (165)) SBL-CSR-00418: Communication: User is not associated with any communication configuration in the database.
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GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:51:01     (scbcomp.cpp (264) err=4653067 sys=0) SBL-SCB-00011: Failed to connect to pipe (SEBL_25_4565) on process 4565.
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GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     (scbcomp.cpp (462) err=4653067 sys=0) SBL-SCB-00011: Failed to connect to pipe (SEBL_25_10776) on process 10776.
GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     (scbcomp.cpp (264) err=4653067 sys=0) SBL-SCB-00011: Failed to connect to pipe (SEBL_25_10776) on process 10776.
GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     (scbcomp.cpp (851) err=4653067 sys=0) SBL-SCB-00011: Failed to connect to pipe (SEBL_25_10776) on process 10776.
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GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     (scbcomp.cpp (851) err=4653067 sys=0) SBL-SCB-00011: Failed to connect to pipe (SEBL_25_10776) on process 10776.
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GenericLog     GenericError     1     000000024c570e66:0     2010-08-03 09:54:43     (scbcomp.cpp (264) err=4653067 sys=0) SBL-SCB-00011: Failed to connect to pipe (SEBL_25_10776) on process 10776.
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GenericLog     GenericError     1     000000814c570f29:0     2010-08-03 09:54:43     (srbroute.cpp (3089) err=3735554 sys=0) SBL-SRB-00002: Invalid argument provided.
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ServerLog     ProcessExit     1     000014a44c570e53:0     2010-08-03 09:54:43     PSCcObjMgr_enu      10776     SBL-OSD-02006 Process 10776 exited with error - Process exited because it received signal SIGABRT.
ServerLog     ProcessCreate     1     000014a34c570e53:0     2010-08-03 09:54:43     Created server process (OS pid =      10838     ) for PSCcObjMgr_enu

Dude - you definitely don't need any 3rd party software to figure this out. A bit of patience and research will help you solve it AND help you gain a better understanding of how Siebel works and how to debug problems such as this in the future.
Setting the Log Level to 5 for all events in the Public Sector Object Manager is your first step. Log out then log back in and replicate the problem.
Locate your log file and have a look at what's going on - chances are you'll see something in there that will immediately reveal the source of the problem.
If there's a proper 'crash' involved, Siebel will generate a Flight Data Recorder (FDR) file - there are instructions on My Oracle Support on how to decode these. Really useful and very interesting to see how Siebel works at a low level.
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Attachments:
untitled11.jpg ‏136 KB

IC web client : No SLA and Questionnare sections in Complaint View

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