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:
Customer Portal, Incident submission
Resolution:
There are ways for incidents to be submitted without required fields being completed. How this occurs depends on the source for the incident. For example, if the incident source is something other than the Ask a Question page, the submittal process may not provide a means for the contact to set the required field(s).
To determine the source of the incident, click the Details tab and the Source field is listed on the tab.
Incidents Submitted via Ask a Question: In some versions it is possible to submit and incident via the Ask a Question page wiht JavaScript disabled. If an end-user has JavaScript disabled in their browser, incidents can be submitted through the Ask a Question page without having required Products and Categories selected.
The Products and Categories menus require JavaScript to be enabled. In rare cases, an end-user may disable JavaScript in their browser configuration, and as a result, incidents can be submitted without the product or category value set.
Incidents Created from Source Other than Ask a Question: If the incident source is something other than the Ask a Question page, the submittal process may not provide a means for the contact to set the required field(s).
For example, incidents created from an email or by submitting answer feedback or site feedback do not require the user to provide product, category, or custom field information. Similarly, incidents submitted as a response to a mailing do not have required fields set.
In fact, incidents submitted from these sources do not even include a way for the user to set those fields. As, a result, incidents created from these sources are blank for the required fields.
Required fields only apply to the Ask a Question page and for incidents created from the administrative console. It is possible to set the custom fields for other incident sources by using business rules. For incidents where the incident source is email, answer feedback, site feedback, or mailing response you can configure rules to set the required fields to a specific value.
Note: For information on making fields required with incidents submitted from the Ask a Question page, refer to Answer ID 780: Requiring certain Fields with Submitted Incidents.