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Javascript Errors in the Rules Editor and other Various Display Issues
Answer ID 8565   |   Last Review Date 12/09/2018

Why do we receive javascript errors in the rules editor, or display issues in message threads?

Environment:

Business Rules, Message Templates  
All Supported Versions of Oracle Service Cloud

Issue:

The following are examples of where this issue may occur:

- JavaScript errors while editing rules
- Various display issues in message threads (i.e. inconsistent spacing within incident editor)
- Blank chat responses (i.e. customer posts text, but agent unable to see post)
- Message Templates: An error has occurred in the script on this page.

Resolution:

Please have your local IT review the following registry keys on your machine:

[HKEY_CURRENT_USER\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION]

[HKEY_LOCAL_MACHINE\Software\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION]

[HKEY_LOCAL_MACHINE\SOFTWARE\Wow6432Node\Microsoft\Internet Explorer\Main\FeatureControl\FEATURE_BROWSER_EMULATION]

In those three locations within the registry, there should not be keys for the Oracle Service Cloud console, i.e. entries starting with 'RightNow.CX.exe='.

Cause:

Adding an entry of 'RightNow.CX.exe=' in any of the FEATURE_BROWSER_EMULATION keys is not supported. It is not a registry key that is created by the installation of the console. It is known to cause issues with the rules editor, message threads (chat and incident), answer text, and potentially other parts of the application.

For supported method, refer to Answer ID 6418: Internet Explorer version and Oracle Service Cloud Customizations.

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