Enhancement Request: New Threads for Direct Message Responses After Delayed Period of Time

(Doc ID 2401209.1)

Last updated on JUNE 19, 2018

Applies to:

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


Problem Description
When a customer sends a pro-active DM after a long period it just joins the same thread in SRM. While it is good to see the history it would be better to be able to see this as a 'new' task and not part of an existing 'case'. If SRM could have a case system where users had control over this by assigning to a case a specific message then this might be easier to manage and report.


Sign In with your My Oracle Support account

Don't have a My Oracle Support account? Click to get started

My Oracle Support provides customers with access to over a
Million Knowledge Articles and hundreds of Community platforms