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What is the size limit for incident threads?

Environment:

Oracle B2C Service

All supported versions

Resolution:

Incident threads (private notes, responses, customer entries) do have a hard-coded size limit of 1,048,576 characters (which includes any non-visible html tags/code). 

- Agents editing an incident will be presented with a warning when trying to save a thread which has exceeded this limit.

- Customer Portal will not allow an end-user to exceed the limit.

- Incoming mailbox settings limit the maximum thread size via the setting 'Maximum Description Size.'

Integrations and customizations using APIs to create incidents must ensure this limit is enforced within the code. Please note that Oracle B2C Service can add or change the content sent via the API in order to make it compatible with the thread viewer. In order to avoid a scenario where this process increases the thread size above the 1,048,576 limit, your code should enforce a lower limit. We recommend a 10% reduction resulting in a limit of 943,719. This should be adjusted appropriately if needed.

Please also note, incident threads are not intended to archive large amounts of data/text.  While the product will physically prevent the save action on threads that are found to be this large, it is expected that there are additional soft limits that may prevent you from successfully saving an incident thread that is much shorter. The actsoft limit will vary depending on the site/implementation and the source of the edit.  

For additional information, refer to the Edit an Oracle-Managed Service Mailbox section in the Online Help User Guide documentation. To access Oracle B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.