Overview
If you are seeing posts from a merged Khoros Community being ingested by a disabled old listener integration, resulting in incorrect tag hierarchies in Khoros Care, then this article is for you!
Information
Resolution Steps:
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Identify the Affected Integration:
- Check the integration settings for any disabled listeners that might still be affecting data ingestion.
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Remove Disabled Integrations:
- Navigate to the Connections console at
your_Care_instance_url/console/config/connect. - Identify and completely remove any disabled integrations.
- Navigate to the Connections console at
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Refresh Tokens for Enabled Integrations:
- Remove existing tokens from the Connections console.
- Recreate the integration from scratch following the guide to Integrate Care with Khoros Community - Khoros Care.
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Verify Resolution:
- Monitor the community posts to ensure no further ingestion by the old listener integration.
- Confirm that the tag hierarchies are now correct.
Note: If the issue persists, ensure that all steps have been followed correctly and contact support for further assistance.
Frequently Asked Questions
- Q1: How do I know if this issue applies to my situation?
- A1: You may notice posts being ingested by an old listener integration, resulting in incorrect tag hierarchies.
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- Q2: What should I do if the issue persists after following the resolution steps?
- A2: Ensure all disabled integrations are removed and tokens are refreshed. If the problem continues, contact support with specific examples of the issue.
Ciprian Nastase
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