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Pending Incident thread masks are not working after cutover
Answer ID 10559   |   Last Review Date 03/03/2019

Why are the pending/saved Incident thread masks not working after cutover?

Environment:

Configuration, Service, Incident thread masking
Oracle Service Cloud, All supported versions

Issue:

I have some Incident thread masks saved but not deployed. After cutover, deploying the saved thread masks doesn't take effect.

Resolution:

If you make a configuration change in the "Incident Thread Masking" configuration window and save it (but do not deploy it), this save will be lost upon a subsequent cutover.  As result, if you do deploy after that cutover, the changes do not take effect.  Essentially, only the deployed changes are expected to work after cutover. The best practice would be to deploy the saved thread mask changes before cutover.

As a workaround, you must perform the following steps after cutover to make the pending/saved masks work:

  1. Undo the masking configuration change
  2. Save the changes
  3. Redo the masking configuration change
  4. Save the changes and Deploy


For additional information, refer to the 'Masking information in incident threads' or 'Configure incident thread masking' sections in online documentation for your version. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.

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