User Cannot Reply to Engage Message Assignment after Completion by Another User (Doc ID 2251528.1)

Last updated on APRIL 26, 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 : NA version, Listen and Analyze

Engage :: Can't reply if message assignment was previously checked as completed by another user

1. User A assigns a FB private message in Engage to user B and asks for advice on how to respond.
2. User B receives an email alert, navigates to the message via the link the email.
3. In Engage user B hits the tick icon to mark the message assignment as completed and leaves a comment to provide input on a potential reply.
4. User A receives an email alerts, navigates to the message via the link in the email.
5. User A reads user B's comment and formulates a reply.
6. When user A now hits the reply button he gets an error message saying they are not authorized to perform action.

ERROR
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"User not authorized to perform this action."


BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot respond to message through Engage after multiple assignments.

Cause

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