Cannot Find Option "Send To Rightnow" (Doc ID 1673477.1)

Last updated on SEPTEMBER 15, 2016

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A and later
Information in this document applies to any platform.

Symptoms

On : NA version, Engage

ACTUAL BEHAVIOR
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A customer reported that the "Send to RightNow" option is missing as a option in Engage. The only options user could see were Assign, Archive, View Post, Mark as Unread, Mark All as Unread, Reply and Delete. (see attachment).


EXPECTED BEHAVIOR
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Users should be able to select "Send to RightNow" if he has set up RIGHTNOW login details in Workflow & Automation >Plugins

STEPS
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The issue can be reproduced at will with the following steps:
1. Set up login credentials in W&A>Plugins for RIGHTNOW
2. Go to your Facebook page and post a message
3. Check that the above message appears in Engage
4. Select the message and try to choose the "Send to RightNow" option from the cog menu

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Users were unable to send messages from SEM to Rightnow

Cause

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