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    Nataline Nguyen
    OSvC Error Message: invalid xmlChar value 26
    Topic posted March 13, 2018 by Nataline NguyenExplorer, last edited March 13, 2018 
    114 Views, 5 Comments
    Title:
    OSvC Error Message: invalid xmlChar value 26
    Content:

    Some of my agents are coming across an Oracle Service Cloud Error when trying to save their incidents.

    "An error has occurred.

    xmlParseCharRef: invalid xmlChar value 26"

    I was able to find that when they used some very specific values in a certain field, they were not able to save the incident. Once the value was changed within the field or completely removed from the field and left blank, the agent was able to save the incident.

    I opened a test incident and tried out the identified invalid values and came up with the same error.

    Can anyone provide some more information as to why specific values would cause this error to appear and not allow saving of the incident?

    Version:
    OSvC 17D
    Image:

    Answer

     

    • Gursimran Singh Saini

      Did you make changes to this custom field recently?

      Did you try clearing cache?

      Maybe the error is workspace-specific. Did you test on a different workspace?
      Maybe copy the standard Workspace, place the Field, then test.

    • Nataline Nguyen

      Thank you for your response, Gursimran. I've added responses below. 

      Gursimran Singh Saini said:

      Did you make changes to this custom field recently? No.

      Did you try clearing cache? Yes, but till received the same error when trying to save incident.

      Maybe the error is workspace-specific. Did you test on a different workspace? We only use one incident workspace.
      Maybe copy the standard Workspace, place the Field, then test. Did this and the field started to save for the incident with one of the specific field values that was not saving earlier. What does this mean?

      View original

       

    • Gursimran Singh Saini

      If error is not coming on newly copied workspace, that means problem is in agent Incident Workspace.

      Any AddIns on that workspace? Any kind of customisation might be interfering with that field.

    • Nataline Nguyen
      Gursimran Singh Saini said:

      If error is not coming on newly copied workspace, that means problem is in agent Incident Workspace.

      Any AddIns on that workspace? Any kind of customisation might be interfering with that field.

      View original

      We do have an AddIn on our incident workspace so we'll have to check with our developer. Thank you again, Gursimran.

    • Justin

      thats almost deffinetly and addin error, ive seen it a few times when an upgrade happens and we forgot to update on of the addins.