Issue With Marking Messages As Unread/read

(Doc ID 2314404.1)

Last updated on OCTOBER 04, 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
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Issue with marking messages as unread/read

EXPECTED BEHAVIOR
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Click back on "mark unread" should mark message as unread.

STEPS
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The issue can be reproduced at will with the following steps:

1. Inbox column is currently filtered to show unread messages.
2. Click on a unread message, clicking on Message Options, and click "Mark Read" and then "Mark Unread".
3. Click on the back button to the Inbox, that message disappears from my Inbox, as the mark Unread has not worked. i.e. the Message is no longer showing as an unread item.

BUSINESS IMPACT
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The issue has the following business impact:
This is an issue, because I have to somehow remember the username or thread in that message to find it in the "Read" filtered inbox. This is risk, as it means that there may be messages that have not been answered to our customers. I should be able to review the messages in the inbox, before they are assigned/responded to without losing them to the "read" filter.

Cause

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