Why does a post sent from Oracle Service Cloud (RightNow) show as Pending Incident in Engage? (Doc ID 2007283.1)

Last updated on MARCH 16, 2017

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A to N/A [Release V1]
Information in this document applies to any platform.

Goal

After setting up the integration between SRM Engage and Oracle Service Cloud (RightNow), when forwarding a Tweet from SRM, an incident is created in Right Now.
However, in SRM Engage the post shows status "Pending incident number..." and the incident number does not show up.

Why is the Oracle Service Cloud /Right Now incident number not being updated?

Solution

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