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Environment: May 2012 and newer versions for customers using both custom process and external events Resolution: Check for a concurrent external event and custom process tied to the...

Environment: Configuration Settings, Changing the Date/Time Format displayed in the console Oracle B2C Service, All versions Resolution: Within your Oracle B2C Service application, several...

Environment: Oracle B2C Service, All versions Resolution: You can use several hotkeys and shortcut keys to help you navigate more easily in the Oracle B2C Service Console.  Please note...

Environment:Oracle B2C Service, Business RulesIssue:My incident should have escalated at a specific date and time, but the escalation level was not set at the expected time. Resolution:Below are...

Environment:All product versions, HMSIssue:Who do I contact if I need to request an audit, security or compliance assessment for our site? Resolution:Engage your TAM or Sales Support team...

Environment:Sender Policy Framework (SPF)Resolution:Sender Policy Framework (SPFv1) and Sender ID (also known as SPFv2) are two email authentication technologies that use Domain Name System (DNS) to...

Environment:Oracle B2C Service, Business RulesIssue:An incident triggered the escalation chain rule which is configured to revalidate. The incident, however, was not escalated. Why didn't the record...

Environment: Oracle B2C Service, All Versions Issue: When trying to run the Keyword Search Report (ID 15) I get no results. However, when I select all sources I get results. Why? Resolution: If you...

Environment: February 2013 and newer versions Resolution: The attached documents provide helpful insight into the Syndicated Conditional Chat Link (SCCL) widget & the Syndicated Proactive Chat...

Environment: Message Templates Oracle B2C Service, All supported versions Issue: The email received by the end user looks different than expected. I see that the response is a standard text sent...

Environment: Oracle B2C Service Customer Portal Version 3.x (CPv3.x.x) Issue: I am seeing an error when staging that is saying "page: x/x is referencing a widget that is not yet activated and...

Environment:Job Scheduler custom PHP scriptOracle B2C Service sites version 24C or higherIssue: We have configured a custom script via job scheduler on our 24C version site. Job Scheduler is...

Environment: File Manager, Emails Oracle B2C Service Issue: I am trying to upload an S/MIME certificate in the Additional roots directory from File Manager, but I am prompted to the following...

Environment: ROQL Oracle B2C Service, November 2011 and newer Resolution: Below is sample php code that demonstrates how to retrieve data in a primary object that contains arrays. Your code may look...

Environment: Phrase Searching Issue: When I search our end-user pages, I frequently get results that include answers that do not include the word or phrase I searched for. For example, when I...

Environment: Oracle B2C Service Hosting Notifications Resolution: When an error occurs on a utility which prevents it from running, the utility is disabled and set to a "No-Utility" status. Oracle...

Environment: Application Configuration, Workspaces, Incident Threads, Thread-type labels, Keyboard shortcuts Oracle B2C Service, November 2011+ Issue: When moving from the Text (v1) Thread...

Environment: Agent Browser UI (BUI) Extensibility Framework Issue: BUI Extensibility Framework documentation does contain some information on how to evaluate memory usage here. Still, I am...

Environment: Email Response Messages, Configuration Settings Issue: When I submit an incident on our site, an email is sent to me confirming my incident. When I click on the "Feel free to update your...

Environment:  Oracle B2C Service Version 20A+ Issue: I am trying to save a message template in a recently upgraded site and get an error: HTML Editor - Case Statements may only contain...

Environment: Analytics, Dashboards, Images, Header, Footer Oracle B2C Service Issue: I have added an image to a report / dashboard. The image displays in design view, but does not display when I run...

Environment:   Oracle B2C Service Agent Browser UI Workspaces   Issue:   My incident workspace has a contact relationship control field to associate a contact to an incident and...

Environment: Workstation settings, Campaigns Oracle B2C Service Issue: When I try to add a web form registration to my campaign, I cannot see the shortcut ID, Friendly Name, or URL Address fields, so...

Environment:Connect for PHP API (CPHP)Oracle B2C ServiceIssue:I am using the  Connect for PHP (CPHP) SendMailingToContact method and am receiving this error. What does the error "Mailing failed...

Environment: Product and Category listing Oracle B2C Service Knowledge Advanced Issue: There is more than one scenario the availability of sub products / sub categories might be in question: I...

Environment: Oracle B2C Service, Add-ins, Customizations   Issue: I receive the following error when I try to upload an .xlsx file via a custom add-in: 'The 'Microsoft.ACE.OLEDB.12.0'...

Environment: Oracle B2C Service, Site Administration Issue: I have been assigned as the new administrator for our Oracle B2C Service application, and the previous administrator is no longer with our...

Environment: Analytics Issue: When I try to change the Result Grouping or Result Ordering on the copy of a canned report, the options are grayed-out and I am unable to make the change. Resolution...

Environment: Oracle B2C Service any version Data Import Wizard Connect APIs Issue:   I can't find a way to import hundreds of staff accounts. I don't want to enter them manually. I...

Environment: Analytics for Answer Usage Resolution: When I run the Answers Viewed report, I get a list of which answers have been used within the specified time frame. Can I get a list of which...

Environment: Site Maintenance, Clone Sites, Cloud Portal - Configuration Assistant Oracle B2C Service, All versions Issue: I have attempted to create a clone of my production site using the Cloud...

Environment: Customer Portal versions 3.6, 3.7 and 3.8 Oracle B2C Service Resolution: The Oracle B2C Service Customer Portal versions 3.6, 3.7 and 3.8 are deprecated as of November 2022. Customers on...

Getting Started:What is the Engagement Engine?How do I get started using the Engagement Engine?How do I access the Engagement Engine Rules Editor?General Information:How do I add or remove a user to...

Environment:Escalation, Business Rules, All versionsOracle B2C ServiceResolution:Business rules to Escalate records need to be configured from Configuration > Site Configuration >...

Environment:TechmailOracle B2C ServiceResolution:Considerations for techmail: (Note the below does not apply to the techmail on demand feature What is Techmail On...

Environment: Analytics / Reports Oracle B2C Service, All versions Issue: I have a report with multiple filters on the same column, each with different values. We are unsure how is it processing those...

Environment: Custom Objects, Oracle B2C Service, All versions Issue: After opening the Object Designer, selecting a package and clicking on New, the Object option is grayed out. No error or warning...

My kids love Minecraft. It’s a decidedly low-tech game that nonetheless draws you in by letting you go anywhere you want and build whatever you can dream up.  It’s a bit...

Environment Reports, Audit Log Issue After checking the Audit Log, I can see that 'Analytics Report' is assigning incidents to one of our accounts. Resolution The below actions from the Audit Log of...

Environment: Oracle B2C Service Knowledge Advanced Search Issue: The search terms I used were an exact title of a document, but I have to scroll through the search results to find the titled article...