Why do I see "Root element is missing" when attempting to update an incident?
Oracle Service Cloud (OSvC)
This is generally due to long threads or large number of threads in an incident. If responses are appending the prior email thread or multiple contacts are updating the incident with lengthy content back and forth, this can contribute to this issue.
- In any Message Template you may be using, open it up for editing and right-click within the red Incident Thread section. Choose "Incident Thread Properties" and enable the "Limit thread count" limit and the "Limit text to" limit. A good suggestion is to set the “Limit text to” field to 4,000 characters.This will limit the number of threads included in a response as well as the overall number of characters in the response.
- You can also set the size limit of any incoming email for each mailbox. It is the Maximum Description Size setting in the Incoming Mailbox settings. We recommend this be set to the default of 250,000. If an email exceeds this limit (in bytes), it will be added to the incident as a file attachment and a small thread entry will refer agents to the attached file. You would need to do this for each mailbox you use for incidents.