Search for existing answers to your product and support questions.
Familiarize yourself with our support site and learn best practices in working with our team.
Manage Service Requests, View and update service requests submitted by you and others in your organization.
Submit a new issue to our technical support team.
Oracle B2C Service insights from our Technical Support team subject matter experts
Browse resources to assist you in launching your implementation and ensure a successful go-live.
Access your OCI account.
Find product documentation for supported versions of B2C and documentation libraries for related service solutions.
You will have the tools to improve your customers' experience when you learn about all the things our products can do.
Find links for API documentation, Custom Processes, Customer Portal, and Agent Browser UI Extensibility Framework.
Explore how accelerators are designed to demonstrate how an integration scenario could be built using the public integration and extension capabilities of the Oracle B2C Service.
Prepare for a successful transition by reviewing upcoming release changes and enhancements.
Explore webinars, events, and feature kits to learn about B2C Service features, functionality, and best practices from the technical experts.
Oracle MyLearn offers a portfolio of free and paid subscription-based learning resources to help you gain valuable skills, accelerate cloud adoption, increase productivity, and transform your business.
Empower your team with the skills to implement, configure, manage, and use your applications with Customer Experience Cloud Training.
Our goal is to facilitate a friendly, supportive environment where members can easily collaborate with each other on solutions and best practices.
Ask and answer questions specific to B2C.
This is an exciting resource intended to help with your Oracle Service Cloud Analytics.
Share product improvement ideas and enhancement requests with Oracle Development, while collaborating with other Oracle customers and partners.
Update your phone number, email notification preferences, and severity 1 and severity 2 contact preferences.
View the contact managers within your organization.
Find contact information of the Technical Account Manager (TAM) and Client Success Manager (CSM) for your organization.
Environment:
Using Data Exceptions in Resports Analytics, Incidents
Resolution:
Reports are used to display records within the Oracle B2C Service Console. Within a report, you can use data exceptions to customize the display of records that meet specific criteria.
By default, the Incidents standard search report includes an exception that flags all escalated incidents that are not solved in red text. To change the color of escalated incidents in this report, you must copy the report so that you can edit the exception. If you have multiple reports that flag escalated incidents, you must edit each report separately.
The default data expression used for escalated incidents in the Incidents report is:
Expression: IF(NVL(incidents.escllevel, 0) > 0 & incidents.status_type <> 2, 1, 0) Operator: equals Value: 1
This expression has two components:
NVL(incidents.escllevel, 0) > 0 compares the escalation level to be greater than 0 (if the escalation level is null, use 0) incidents.status_type <> 2 indicates that the incident status type is not solved. (The database value for a solved status type = 2)
So the IF statement in the expression corresponds to:
IF the escalation level is greater than 0 (where null escalations are set to 0) AND the incident status type is not equal to Solved, THEN set the expression to a value of 1. Otherwise, set the expression to a value of 0.
Next, compare the expression value to the operator and value. If the expression has a value of 1, it meets the data exception and the record will display using the Tabular display that you define for the exception. If the expression has a value of 0, then, it does not match the data exception.
To change the color of escalated incidents in a report: Use the steps below. You can use the data exception from the Incidents report as a starting point if you wish.
If you copied the report and staff do not have the ability to manage their navigation sets, you can edit their navigation set to include the new report. If staff can manage their navigation sets, notify your staff to update their navigation list to include the new report.