Why do I see "Root element is missing" when attempting to update an incident?
Incidents, Oracle Service Cloud
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.
The following settings will help prevent this from happening:
- 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.
For additional information, refer to the Working with the Message Templates Editor section in online documentation for the version your site is currently running.
- 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.
For additional information, refer to the Edit an Oracle-Managed Service Mailbox section in online documentation for the version your site is currently running.
You can also access the User Guide by clicking "?" (Help) in the upper right corner of OSvC while in the Message Templates editor.
Note: The error may vary, as the following error was seen in a different case with the same issue:
Unexpected XML declaration. The XML declaration must be the first node in the document, and no white space characters are allowed to appear before it. Line 2, position 3.
To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.