Hi Experts,
I have installed the Genesys Social Engagement solution 8.5.1. I am using the Cloud API drivers for both FB and Twitter.
In Genesys social analytics I have done all the configuration as per deployment guide. My facebook channel is working fine and I can see posts coming into GSA and same is then routed to my Agent.
However I am facing issue in Twitter. When I tweet something on the page, I can see the tweets coming in to GSA, so Genesys cloud is getting the tweets but my Social messaging server is unable to read those Tweets, I am getting below error in SM server logs:
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2016-09-27T19:21:50.564 Trc 42254 (channel-twitter_ICA).(Pltfm.Cloud Data Fetcher.processData): Processing data item: {utterances=[{intention_type=JUNK, sentiment=Neutral, topics=[bgopk], content=Hello @bgopk, sentiment_score=0.0, sentiment_confidence=5.0, topic_confidence=74.0, intention_type_confidence=86.0}], sentiment=Neutral, created_at=2016-09-27 13:51:45.998000, id=57ea575af62f59071f9afa0e:7111646134801184104, content=Hello @bgopk, source_data={sender_created_at=Tue Sep 27 13:50:22 +0000 2016, sender_name=Ankush, in_reply_to_status_id=null, sender_friends_count=1.0, id=780766882345410560, media=[], content=Hello @bgopk, sender_location=null, in_reply_to_user_id=null, post_language=en, in_reply_to_screen_name=null, is_retweet=false, post_source=<a href="http://twitter.com" rel="nofollow">Twitter Web Client</a>, sender_id=780766535098904577, sender_description=null, sender_screen_name=ankushkhare87, sender_profile_image=http://abs.twimg.com/sticky/default_profile_images/default_profile_6_normal.png, sender_timezone=null, sender_follower_count=0.0, sender_status_count=1.0, sender_utc_offset=null, message_type=public, created_at=Tue, 27 Sep 2016 13:51:45 +0000, sender_language=en}, sentiment_score=0.0, sentiment_confidence=5.0, matchables=[], smart_tags=[], actionability=50.0}
2016-09-27T19:21:50.568 Trc 42254 (channel-twitter_ICA).(Pltfm.MsgProcessor.skipOwnMsg): Received record from Id=780766535098904577
2016-09-27T19:21:50.742 Trc 42254 (channel-twitter_ICA).(Pltfm.TwitterCloudPlatform.getChannelUserId): Got channel user: null
2016-09-27T19:21:50.743 Std 42401 (channel-twitter_ICA).(Pltfm.Cloud Data Fetcher.processData): error... Failed to process item. Got error:
*** Start of Trace ***
java.lang.NullPointerException
at com.genesyslab.mcr.smserver.channel.twitter.cloud.TwitterCloudDataInterface.skipOwnMsg(TwitterCloudDataInterface.java:378)
at com.genesyslab.mcr.smserver.channel.twitter.cloud.TwitterCloudDataInterface.procStatus(TwitterCloudDataInterface.java:207)
at com.genesyslab.mcr.smserver.channel.twitter.cloud.TwitterCloudDataInterface.processGSAEntity(TwitterCloudDataInterface.java:78)
at com.genesyslab.mcr.smserver.channel.common.CloudDataMonitor.processItem(CloudDataMonitor.java:174)
at com.genesyslab.mcr.smserver.channel.common.CloudDataMonitor.processBatch(CloudDataMonitor.java:193)
at com.genesyslab.mcr.smserver.channel.common.CloudDataMonitor.run(CloudDataMonitor.java:291)
*** End of Trace *** StackTrace is: com.genesyslab.mcr.smserver.channel.twitter.cloud.TwitterCloudDataInterface.skipOwnMsg(TwitterCloudDataInterface.java:378)
com.genesyslab.mcr.smserver.channel.twitter.cloud.TwitterCloudDataInterface.procStatus(TwitterCloudDataInterface.java:207)
com.genesyslab.mcr.smserver.channel.twitter.cloud.TwitterCloudDataInterface.processGSAEntity(TwitterCloudDataInterface.java:78)
com.genesyslab.mcr.smserver.channel.common.CloudDataMonitor.processItem(CloudDataMonitor.java:174)
com.genesyslab.mcr.smserver.channel.common.CloudDataMonitor.processBatch(CloudDataMonitor.java:193)
com.genesyslab.mcr.smserver.channel.common.CloudDataMonitor.run(CloudDataMonitor.java:291)
2016-09-27T19:21:50.902 Trc 42254 (channel-twitter_ICA).(Pltfm.CommonCloudDataInterface.confirmBatch): Confirming ids: [] got result: com.genesyslab.gsa.core.RemoteResponse@6209bd0c
2016-09-27T19:21:51.223 Std 42251 CloudDriverParams.checkConfigChanges result: false
==============
Please note the SM logs shows that Cloud API driver for Twitter is initialized succesfully, so it seems no issue with the channel initialization .
Kindly let me know if anyone has faced the same.. any pointers please?
