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Topic

    Pavol Procka
    Thread Entry limitations?Answered
    Topic posted December 5, 2018 by Pavol ProckaSilver Crown: 22,500+ Points, last edited December 5, 2018 
    118 Views, 11 Comments
    Title:
    Thread Entry limitations?
    Summary:
    Is there a limit to how many characters/words/lines a thread entry can have?
    Content:

    We noticed that when we send a long email it does not seem to be sent completely.

    While testing, I am getting a bit confusing results. When I just sent random text with all kinds of formatting from OSvC, I received the first 80 lines of the email in my gmail address. When I sent another email with multiple formats but with just the line numbers in it, the received email was cut off at line 94. I then sent an email with just the line numbers again, but this time with simplest possible formatting (no line breaks etc) and received an email ending at line 116 (where even the number 116 was cut off at 1).

    Does anyone know what is happening here? It clearly is not a word or character limit nor a message size limit in MBs (I am not sending any attachments, just plain text). I could not find any config setting for thread entry...

    From what I could find, it should also not be hitting any gmail limits...

    Many thanks

    Pavol

    Version:
    18A

    Best Comment

    Sebastiaan Draaisma

    There is a way to set a character limit but I don't think that is the issue. The character limit can be set when double clicking on the message thread block inside the message templates.

    Are the results the same when sending to an Outlook hosted mail address? It might might be that Google has a certain rule in place that clips the message based on certain parameters.

    Comment

     

    • Sebastiaan Draaisma

      There is a way to set a character limit but I don't think that is the issue. The character limit can be set when double clicking on the message thread block inside the message templates.

      Are the results the same when sending to an Outlook hosted mail address? It might might be that Google has a certain rule in place that clips the message based on certain parameters.

    • Pavol Procka

      Hi,

      it really looks like some kind of a limit with RN. When I sent the email with just line numbers to Outlook, it arrived with some 120... in this case, as many as I entered.

      But when I then sent the text with multiple formats , line breaks etc, same part arrived in my Outlook as it did in my gmail. Mind you, it is still a simple text, nothing extreme that would make the message too big in MBs.

      Another example is just a simple transcript of a chat that we had with a customer. When copy pasted the whole chat and sent as an incident response (rather long one, but again, no big data), it gets cut off, same for gmail or Outlook.

      We also do not have the text limit on the message template ticked. Anyway, both of the messages were actually below 4000 chars anyway. One similarity I found between my random text and the chat transcript was number of lines (when counted in Word), which was 80 for both. But then the email with just line numbers  comes through with 100-something lines (so less than 200 chars).

    • Sebastiaan Draaisma

      Since it's irregular (no fixed amount of character limit you are experiencing) I think you should create a service request with Oracle. It seems strange and I can't say I have experienced the same thing and have sent very long threads to both gmail and corporate email.

    • Pavol Procka

      I just tried 10046 words / 67647 chars (with spaces) / 57606 chars (without spaces) of Lorem Ipsum and only got the first 603 words / 4017 chars (with spaces) / 3399 chars (without spaces) to my Outlook :(
      Will check with my more experienced boss when he is back from vacation before opening the case, but thanks for your involvement Sebastiaan!

    • Pavol Procka

      Now, it really is starting to look like a limit in OSvC, cause I sent the same Lorem Ipsum from my gmail to my outlook and then back and the complete text arrived both times. So it only gets cut-off when sent from OSvC.

    • Sebastiaan Draaisma

      Can you upload your text file in this topic? Then I will try the same to see how it behaves on my end.

    • Pavol Procka

      ok, I just tried to simply paste the whole text here and it was cut off at some point (although still more than the incidents). Uploading in a file now.

    • Pavol Procka

      here the text in a word file

    • Sebastiaan Draaisma

      That file contains 67.839 characters (that's a lot) :-)
      It did arrive complete for me.

    • Pavol Procka

      Hi Sebastiaan,

      I realized I was just being a bit daft here. Of course the limit was set in the Message base, I was just looking under the wrong tab in the message base editor, namely under the Administrator Notifications instead of under Contact Emails (see my screenshot).

      Many Thanks for your help!

      Pavol