When a post is deleted, no longer available, or has limited access instead of public access, you may encounter an issue where the "View Post on Facebook" button within Freshdesk is not visible or not functioning correctly.
If you have verified that the post is not deleted, still available, and has public access, but the button continues to be problematic, please follow these steps:
1. Click the button to fetch the x-request ID associated with the event.
2. Access Haystack and retrieve the event logs using the fetched x-request ID.
3. Additionally, obtain the ticket creation logs from the "channel-framework" logset in Haystack using the content of the post.
4. Analyze the logs to investigate any potential errors or issues related to the button functionality.
5. If you believe the button should indeed work based on the checks performed and the logs indicate an underlying problem, create an L2 (Level 2) ticket for further investigation and resolution.
By fetching the event logs using the x-request ID and retrieving the ticket creation logs from the "channel-framework" logset, you can assess the issue and create an L2 ticket if necessary. This will enable a deeper investigation into the problem with the "View Post on Facebook" button in Freshdesk and work towards finding a resolution.