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.
We have CSV file(s) attached to emails which are sent to create incidents. Why are these files not being attached to the incident as expected or are opening up as jumbled text?
Environment:
Incoming Emails, File Attachments Oracle RightNow Service
Resolution:
This behavior has been seen when automated emails are being generated by an outside source and is due to the attachment being received as straight text. The issue involves the formatting of the message by the script used to generate these messages and files.
There are two possible symptoms to this issue. Attachments will not be attached to the incident and will instead be pasted into the incident thread as jumbled text.
Or the file will be attached to the incident however upon opening it, it's contents contain jumbled text.
An incoming message needs details to identify the parts of that message (ie: text body part, attachment body part...). Without these boundary identifiers, techmail is taking the attachment and bringing it in as part of the email body.
Here is an example where there is a text body part for the message indicating a file is attached and then a body part for the attachment with details that it is an attachment and base64 encoded.
From: email.address@adomain.com To: email.address@anotherdomain.com Subject: This is the subject for unique value (e.g., timestmap) so subject unique Content-Type: multipart/mixed; boundary="label.boundry.1388181139" Date: Fri, 27 Dec 2013 15:52:20 -0600 (CST) --label.boundry.1388181139 Content-Type: text/plain; charset=US-ASCII Content-Transfer-Encoding: 7bit Hello This is the email body mentioning that this email contains an attachment. and the file is named: log20131227155219.log Good day --label.boundry.1388181139 Content-Type: text/plain\; name="log20131227155219.log" Content-Disposition: attachment\; filename="log20131227155219.log" Content-Transfer-Encoding: UTF-8 --label.boundry.1388181139--
To confirm whether or not the incoming messages creating these incidents are formatted correctly with the proper boundary identifiers:
1. Ensure that the EGW_SAVE_ORIG_MESSAGE configuration is enabled as per Answer ID 2762: Maintaining copies of incoming email for incident creation
2. Open the .mht file attached to the incident in a text editor and determine if the boundary identifiers are present in the original message.
3. Compare this to the .mht file used to create an incident where the CSV file was properly attached to determine if the boundary identifiers are being properly included in the message.
Between the beginning and ending attachment boundary identifer, there will be base64 encoded content which will be for the file itself. It there is any incorrect encoded content in there, such as normal text, this will throw off the formatting of the entire file and may cause the file attachment to not be saved correctly.
To resolve this issue, you will want to correct the script used to generate these messages and attachments and ensure that these boundary identifiers are being generated correctly.