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Environment: Analytics, All versions Resolution: Values missing from top level: When using multiple levels for drill-down reporting, a value at the top level will only display if there are drill-down...

Environment: Phrase Searching, Customer Portal, Analytics Oracle B2C Service, All versions Resolution: If your search results do not appear to have the strongest matches listed at the top, this...

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...

Enviroment: November 2011 and newer version Resolution: The Referring Sites report (ID 163) provides a list of sites that referred a user to any of the interface end-user pages...

Environment: Connect Web Services for SOAP (CWS) API, REST API, Connect for PHP API, ROQL, All product versions  Resolution: When ROQL query is run from one of the Oracle B2C Service...

Environment: Toast notification agents receive prior to accepting a chat request. Chat - Agent Console Oracle B2C Service, All versions Resolution: The CHAT_ALERTFORM_AUTOCLOSE_TIMEOUT configuration...

Environment: REST API Staff Profiles Issue: We receive this error when submitting a REST API request:  "Not Allowed: Cannot perform requested function or action" Resolution: When using...

Environment: Public APIs (Connect REST, Connect Web Services for SOAP) All product versions Issue: We are seeing an API response stating: Too many items in operation - exceeds internal limit of 1000...

Environment: Desktop Alerts, also known as Toast Notifications Service notifications that also appear in Notifications from navigation pane. Issue: Agents have toast notifications appear in the...

Environment: SOAP API Resolution: For the DATE datatype You can use the following format: <ns2:GenericFields dataType="DATE" name="statement_date"> <ns2:DataValue>...

When considering the use of sample code found here or elsewhere within Oracle B2C Service properties, be aware that such code is not and will not be supported by the Oracle B2C Service Technical...

Environment: Process Designer, Custom Process Model (CPM) / Service Process Model (SPM) All product versions Resolution: In order to stop a CPM customization from being triggered it must be...

Environment: Analytics Issue: Sometimes when I generate a report, I get a pop-up message indicating that the query processes too much data. Unable to Process Report This query processes too much...

Environment: Connect Knowledge API (Knowledge Foundation API) Resolution: Customizations implemented using the Connect Knowledge API (Knowledge Foundation API) can only pull answers when the...

Environment: Element Manager, REST APIs Issue: We want to start consuming the Element Manager REST APIs to automate the transport of Oracle B2C Service configurations across sites/interfaces...

Environment: Surveys, survey_common.phph, survey_results.php Resolution:  Currently, this file is not editable.  A managed services engagement is needed to customize the output of the...

Environment: Chat, Business rules, Website Link Surveys Oracle B2C Service, All supported versions Resolution: The ability to initiate pop-up website link surveys when a chat is completed or...

Environment: Chat, Chat API Oracle B2C Service Resolution: Given the end-user is chatting into the Contact Center on a widget that is built using the Chat REST APIs, agents now have the ability to...

Environment: Oracle B2C Service Support site and Knowledge base Resolution: Below are several tips and tricks to find what you're looking for within the Oracle B2C Service knowledge base. Searching...

Environment: Oracle B2C Service, all supported versions Issue: I am unable to authenticate in the Element Manager API Resolution: All Element Manager APIs are now exposed as public REST endpoints so...

Environment: Mailboxes, Sites updating to August 2013 or newer Resolution: Occasionally an Outreach mailbox is created with pop details from service pop account or vice versa.  Even though the...

Environment: Screen Pop within Agent Console, All product versions Resolution: Screen Pop functionality allows workspace tabs to be opened within the agent desktop application programmatically. The...

Environment: Mailboxes, Sites upgrading to August 2013 or newer Resolution: A service mailbox must contain complete POP information if it is enabled for incoming mail.  If you were told your...

Environment: Troubleshooting Screen Pops Resolution: The reason behind this is that screen pop URLs only support equal operators when running a report. Therefore, the 'in list' operator will not...

Environment   Connect REST API All versions   Issue:   Trying to update an object with a PATCH request to the REST API. All the fields say they are optional in the documentation and...

Environment: Oracle B2C Service, any version Knowledge Advanced REST API Site has the optional Knowledge Advanced component Issue: Unable to set up a rest API user for knowledge advanced I'm...

Environment: Oracle TAP on an iPad or iPhone Oracle Human Capital Management Cloud (Oracle HCM Cloud) Also known as Mobile Agent App / Oracle Tap NOTE:  Oracle B2C Service Mobile Agent App (TAP)...

Environment: Chat API, Chat Universal Queue Issue: This answer serves as a simple example of soap envelopes required to establish connectivity to the Chat UQ API.  Note that this is...

Environment: Connect Web Services for SOAP (CWS) API Resolution: A CWS process starts up and will run for up to 5 minutes (wall-clock time), or until it consumes too many resources. That 5 minute...

Environment: Oracle Tap version 4.2 and newer. Oracle Human Capital Management Cloud (Oracle HCM Cloud) Also known as Mobile Agent App / Oracle Tap NOTE:  Oracle B2C Service Mobile Agent App...

Environment: Connect Web Services for SOAP API Resolution: Please follow these guidelines and don't use values of parameters that exceed maximum allowed numbers to prevent errors. The guidelines are...

 Environment: Service Process Model (SPM), Process Designer, Custom Processes (CPM) Oracle B2C Service Resolution: The "CPM failed: Too many cycles: Max 5 cycles exceeded" error will be...

Environment: Connect REST API, version 1.4 Incident creation and update Issue:   A customization is using the REST API to update incidents, and every time this happens an email is sent to the...

Environment: Browsers, Pop-up blockers Resolution: In general, pop-up window blockers are very effective at what they do. Unfortunately, Oracle B2C Service is just as subject to the restrictions...

Environment: Connect REST API for Oracle B2C Service, API versions 1.3 and 1.4 Oracle B2C Service version 22A and later Issue:   An integration makes calls to GET...

Environment: Oracle B2C Service Oracle B2C Service REST API Resolution: The REST API returns a response code of 500 including OSC-CREST-00008 and the detail "Cannot save/update: <custom...

Environment: Knowledge Foundation API, All Oracle B2C Service versions Resolution: Knowledge API Introduction Connect Knowledge API provides integration developers with a set of services that can be...

Environment: Connect Web Services for SOAP (CWS) API, All Versions Resolution: Please refer to product documentation specific to "Connect Web Services for SOAP (Connect Web Services)" for up-to-date...

Environment: Connect Web Services for SOAP (CWS) API, All Versions Resolution: The Connect Web Services for SOAP (CWS) API is enabled by default on all sites. In order to confirm that these features...

Environment: Knowledge Advanced REST API (November 2015 and newer sites with Knowledge Advanced enabled) Resolution: The paths given in the Knowledge Advanced REST API documentation (accessible...