Outage in Khoros

[Care- Twitter API] Issue with Twitter/X public responses

Resolved Minor
December 20, 2023 - Started almost 2 years ago - Lasted about 6 hours
Official incident page

Incident Report

We are experiencing an appearance issue with Twitter responses in Care where agents are observing an error message 'Unable to send response to Twitter : The X/Twitter API returned an error during publishing and we cannot verify if the tweet was created. Please check natively to verify if the tweet was created.' when sending a reply; however, they are successfully published natively on Twitter/X and tagged with 'External Response' label in Care. It is affecting only EMEA customers. We are actively investigating the issue and will keep you updated on the progress as more information is available.
Components affected
Khoros Twitter API

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Latest Updates ( sorted recent to last )
RESOLVED almost 2 years ago - at 12/20/2023 07:17PM

This incident has been resolved.

MONITORING almost 2 years ago - at 12/20/2023 04:38PM

We confirm that the affected services have been restored and are working as expected; it was an issue due to changes at Twitter's end.
We will continue to monitor the situation and provide another update accordingly.

INVESTIGATING almost 2 years ago - at 12/20/2023 01:02PM

It affects customers from all regions, including APAC & AMER, and the behaviour is only observed with Twitter/X public responses.
We will keep you updated as we have more information available.

INVESTIGATING almost 2 years ago - at 12/20/2023 12:56PM

We are experiencing an appearance issue with Twitter responses in Care where agents are observing an error message 'Unable to send response to Twitter : The X/Twitter API returned an error during publishing and we cannot verify if the tweet was created. Please check natively to verify if the tweet was created.' when sending a reply; however, they are successfully published natively on Twitter/X and tagged with 'External Response' label in Care. It is affecting only EMEA customers.
We are actively investigating the issue and will keep you updated on the progress as more information is available.

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