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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: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...

 PRO TIP - KNOWLEDGE ADVANCED BATCH JOBSKnowledge Advanced uses numerous batch jobs to perform system maintenance and generate system notifications to ensure KA is functioning properly. In this...

Environment: REST API Issue: The product allows file attachments with a filename up to 100 characters. However when all of an incident's file attachments are downloaded as a tar file in a REST...

Environment: Setting limits on the number of rows returned within custom reports Oracle B2C Service, Analytics, All versions Resolution: When you run the report, you can manually change the Record...

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:Job Scheduler Issue:Job Scheduler is missing from my Administration page on our test site. We had this enabled on the test site previously. We did recently refresh our site, but Job...

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: 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: Agent Desktop, Incidents Oracle B2C Service Issue: I exported report results to Excel and enabled the "Convert all dates into Excel-formatted dates" option.  However, in...

Environment:Oracle B2C Service Resolution:Service Health MetricsService Health Metrics in B2C ServiceREST APIs are now available so your organization can monitor the overall health of the Oracle...

Environment:Oracle B2C Service Cron JobsJob Scheduler (Controlled Availability for versions 24D and newer) Resolution:There is a Job Scheduler product feature available, under Controlled...

Environment: Emails, Oracle B2C Service, all versions Resolution: Below is a description for the EGW_MAX_PER_ADDRESS and EGW_MAX_MSG_DURATION setting's functionality and examples of...

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: Reports, all sites. Issue: A report which returns only a few rows of data, displays a "Report processes too much data" warning. Resolution: A report is limited not by the number of rows...

Environment:   Sites with Knowledge Advanced, any version Agent Browser UI Customer Portal, any version Opening an article from knowledge base search results Does not include browsing, document...

Environment: Answer Preview / Customer Portal Resolution: This is generally caused by invalid customized code in the answer_quick_preview.php file. To resolve this, it's recommended to remove invalid...

Environment: Analytics, Functions Resolution: The count() aggregate function is used for counting the number of items (think number of items). The sum() aggregate function is used for summing up...

Environment: Knowledge Advanced for Oracle B2C Service Resolution: The KA Suggestion (okcs/OkcsSuggestions) widget at OOTB (out of the box) Customer Portal UI is based on the simple...

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: Knowledge Advanced for Oracle B2C Service  Resolution: There is a 24-hour 'black out' period for UPGRADE site: xyz__upgrade KA Search crawl&index jobs schedule before...

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 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:Mailboxes, Sites updating to August 2013 or newerResolution:This answer is applicable if you have been informed that you have duplicate mailboxes. There must be a 1:1 correspondence...

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:Oracle B2C Service all versions using non-Oracle hosted mailboxes to create incidents via email.Issue:The techmail utility is showing the following messages, causing the runs to...

Environment: Oracle B2C Service, All supported versions Resolution: All Google search engines (i.e. www.google.co.jp, www.google.co.in, www.google.co.uk ) are included in the Top Referring...

Environment: Oracle B2C Service Sites with Knowledge Advanced only, all versions Search Tuning Manage Search Query Issue: When searches are executed there is a content retrieval process that can be...

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: Workspaces, Analytics Resolution: To resolve this, edit the report displayed in the Contacts tab of your organization workspace and increase the paging options as needed. Notes: Many...

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: Message Templates, Business Rules Resolution: Business rules can be used to stop sending the 'Question Receipt' message template to some of your customers. This can be achieved by...

Environment: Incident Archiving Oracle B2C Service, February 2015 and newer releases Resolution: Beginning with the February 2015 release, Oracle B2C Service allows you to export copies of incidents...

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: Customer Portal (CP), Analytics, Answers, Search Results Report Resolution: When configuring the report and view for the end-user search pages, Weight should be set to First Sort in...

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: 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...

 PRO TIP - AUTHORING: CONTACT SYNC FROM B2C SERVICEWhen contact information is updated in the B2C Service contacts table, there is no existing batch job to transfer those updates to Authoring...

Environment: Analytics Issue: Some of our reports default to include pages when the report is run where each page has a maximum of 100 rows. We would like to clear that pagination. Resolution: When I...