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Archived Twitter Direct Messages Back in Inbox (Doc ID 2423486.1)

Last updated on JULY 23, 2018

Applies to:

Oracle Social Engagement and Monitoring Cloud Service - Version N/A to N/A [Release V1]
Information in this document applies to any platform.

Symptoms

On : NA version, Engage

ACTUAL BEHAVIOR
---------------
Archived Twitter Direct Messages back in inbox

User is reporting that messages that have been dealt with weeks ago and archived have appeared back in the Engage inbox. This behavior is only appearing for Twitter direct messages.

In the message activity it doesn't say that they've been un-archived, and the last piece of activity relates to when it was last archived.

EXPECTED BEHAVIOR
-----------------------
Archived messages remain archived unless new activity is made to original message.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
Visit Engage > Click message https://platform.vitrue.com/#engage/account/xxxxx > No new activity on Engage message > activity panel shows that user has had to archive message repeatedly but no other details are available.

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot manage content appropriately.

Cause

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