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Message Contact That Have SmartText With Image Cause Issue When Try To Import Data (Doc ID 2874816.1)

Last updated on JUNE 20, 2022

Applies to:

Oracle Fusion B2B Service Cloud Service - Version 11.13.21.10.0 and later
Information in this document applies to any platform.

Symptoms

On : 11.13.21.10.0 version, Service Request

ACTUAL BEHAVIOR
---------------
Message Contact that have SmartText with image cause issue when try to import data

We have SmartText where we put in the image in SmartText. When the agent use it to reply the message to the customer, the message is saved. We are trying to do the export to the Archive, we found that the import file it's rendering a bunch of charactesr and it run into other rows, which breaks formatting the data and we cannot import the file into our database.

Is therea  way to import a clean file into the database.

EXPECTED BEHAVIOR
-----------------------
Need to have a way to import a clean data file into the database without breaks in the data

STEPS
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The issue can be reproduced at will with the following steps:

1. From Service Request Message, when the agent send Response to the customer, the message is saved.
2. When attempting to export to the Service Request Archive data file, we found that the data is rendering a bunch of characters [due to images contained in SmartText] where it overlaps into other rows. This breaks the data formatting and we cannot        import the data into our database.
3. Need to have a way to import a clean data file into the database.

Cause

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In this Document
Symptoms
Cause
Solution
References


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