Labels & Automation Rules Not Performing Correctly (Doc ID 2117142.1)

Last updated on MARCH 23, 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 : Workflow and Automation

ACTUAL BEHAVIOR
---------------
Auto-Labels are getting marked incorrectly on the Engage messages. And, the same are being assigned/deleted as per the automation rules.


EXPECTED BEHAVIOR
-----------------------
The labels should get marked only based on the keywords mentioned in the Auto-Labels section

STEPS
-----------------------
The issue can be reproduced at will with the following step:
1. Create a Label
2. Add some keywords to it
3. Activate the Auto-Label for certain Channels
4. Create a Automation Rule based on this Auto-Label & Activate it.
5. Allow some messages to flow into the channel which ideally should not get captured by the Label


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, messages are being tagged incorrectly & the information is getting corrupted.

Cause

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