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.
Why are email headers missing from my older incidents?
Environment:
Agent Desktop, Incidents
Resolution:
If your older incidents are missing headers, it is likely that those incidents were solved outside the span of time specified by the PURGE_DELETE_STALEMAILHDRS configuration setting. The PURGE_DELETE_STALEMAILHDRS configuration setting specifies the number of days from last updated after which email headers will be deleted from solved incidents. If PURGE_DELETE_STALEMAILHDRS is set to 365, for example, no incidents that are in a solved status and also have an updated date more than one year ago will have email headers associated with thread entries.
If you would like email headers to be purged from incident threads after a longer interval, or not be purged at all, you will need to modify this configuration setting. For information concerning how to modify configuration settings, please refer to Answer ID 1960: Editing configuration settings.