Customizing support contact information for the InForm Server Error (ISE) page

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Customizing support contact information for the InForm Server Error (ISE) page

The InForm Server Error (ISE) page can be customized so that you can provide your own support URL and email address instead of the default Oracle Support contact information (https://hsgbu.custhelp.com).

The information that appears in the ISE page is in the GenericFatalErrorMsg.html file. You can edit the following information in the PF_GENERICFATALERRORMSG_CONTACTPF element:

The default InForm Server Error message is:

ISE_Error_Default

To customize the InForm Server Error message:

  1. Go to the GenericFatalErrorMsg.html file, located in <InstallationDirectory>\InForm\Resourced\enu.
    1. In the PF_GENERICFATALERRORMSG_CONTACTPF element, remove the strings highlighted in bold text below:

      <br><br>Please contact technical support at  <a href="https://hsgbu.custhelp.com"> https://hsgbu.custhelp.com</a>

      <a display="none" href="mailto:support@mycompany.com

      ?subject=Inform Server Error

      &body=

      URL: %s %%0A

      Error code: 0x%X %%0A

      Error trace number: %s">

      </a>

      and provide the following information:</td></tr>

    2. Add the email label and email reference, highlighted in bold text below:

      <tr><td>The InForm<span style=font-size:11pt>&#153;</span> server encountered an error.

      <br><br>Please contact technical support at 

      <a href="mailto:support@mycompany.com

      ?subject=Inform Server Error

      &body=

      URL: %s %%0A

      Error code: 0x%X %%0A

      Error trace number: %s">

      support@mycompany.com

      </a>

      and provide the following information:</td></tr>

    Note: The highlighted attributes are the only attributes that can be edited in the GenericFatalErrorMsg.html file. Do not change the strings for the URL, Error code, or Error trace number. Changing these strings could cause InForm to crash.

  2. Install the updated GenericFatalErrorMsg.html file with the MedML Installer utility.

    An example of a customized InForm Server Error message is:

    ISE_Error_Customized

Note: Customized files are overridden when you upgrade a study. If you upgrade your study, you must reinstall the support contact information.

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