DM Doesn't Show In Engage Unless explicitely Searched For (Doc ID 2151415.1)

Last updated on APRIL 28, 2017

Applies to:

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

Symptoms

On : Engage

ACTUAL BEHAVIOR
---------------
There are Direct messages (DM) from users on the Facebook Fan page. However, they do not show up in Engage Inbox list of messages.
However, if a search is performed, these DMs are found on Engage Inbox.
 

EXPECTED BEHAVIOR
-----------------------
If a DM has come into Engage, it should show in the list of DMs in Inbox

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Go to Facebook -> Brand Page
2. Check for the Direct Messages which have come into Engage
3. Go to SRM -> Engage
4. Check for the the Direct Messages in the list in Inbox at the time when the last DM had arrived.
The DM is not found in the list.
5. Now, search for the DM in Engage with the Username
The DM will be shown as a search result.


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot monitor using Engage effectively

Cause

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