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Incident Thread Masking is not working
Answer ID 6657   |   Last Review Date 04/01/2019

I've enabled Incident Thread Masking, why isn't it working?

Environment: 

Service Incident Thread Masking
November 2013 and newer releases

Resolution:

In order for Incident Thread Masking to take effect, the following must be done:

  1. The feature must be enabled. Contact your Oracle account manager for entitlement of this feature.
    Note:  Once this feature is enabled on a site, system masks such as credit card, ssn and phone number are automatically enabled and will start to mask immediately.  However, if you find it is not, continue checking the following steps.
  2. Mask(s) must be enabled in the Incident Thread Masking configuration window
  3. Changes to configurations must be Saved
  4. Masks must be Deployed

Path:  Configuration > Service > Incident Thread Masking

When testing Custom Masks, the System Mask may actually be applied before the Custom Mask.  Note the following precedences in how masking is applied to the data.

  1. System Masks have precedence over Custom Masks when evaluating data.
  2. Within System Masks the order of precedence in evaluating data is: Credit Card, SSN, Phone Number.
  3. Custom masks cannot be configured to display only some of the digits. The mask applies to all the data matching the custom mask.
When testing Credit Card System Masks, be sure to use valid test credit card numbers. The masking tool uses Luhn algorithm (checksum formula) to identify credit card numbers. Thread masking does not work with randomly selected credit card numbers.

Here are some examples of valid test credit card numbers:


Number Card type
4242424242424242 Visa
5555555555554444 MasterCard
378282246310005 American Express
6011111111111117 Discover
30569309025904 Diners Club
3530111333300000 JCB

It is also possible for the System Credit Card Masking tool to mask numbers that are not credit card numbers if they meet the criteria. Numbers will be masked if the pattern passes the Luhn Algorithm test and the number is in one of the following formats:

#### #### #### #### or ####-####-####-####
#### ###### ##### or ####-######-#####
Numbers can be entered with or without dashes.
or
12-16 consecutive digits.


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 B2C Service manuals and documentation online, refer to the Documentation for Oracle B2C Service Products.

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