Skip Navigation
Expand
Incident Thread Limit
Answer ID 11074   |   Last Review Date 10/23/2019

What is the size limit for incident threads?

Environment:

Oracle Service Cloud (OSvC), All supported versions

Resolution:

Incident threads (private notes, responses, customer entries) do have a size limit of 1,048,576.

- 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 OSvC 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.


For additional information, refer to the Edit an Oracle-Managed Service Mailbox section in online documentation for the version your site is currently running. To access Oracle Service Cloud manuals and documentation online, refer to the Documentation for Oracle Service Cloud Products.