3 Replies Latest reply: Feb 28, 2012 7:05 AM by Ganesh M

Corporate ID functionality on Incident Management?

jagadeesh_d NameToUpdate Jun 29, 2010 11:37 PM

The field ‘corporate ID’ is not available for user, in incident management console (HPD:Help Desk),

while the workflows for fetching customer details on search of ‘corporate ID’ is already present.

The functionality is similar to the search functionality based on ‘first name’ , ‘last name’, ‘company’, ‘phone number’.

Any idea why is this field unavailable for user in OTB ?

1. Re: Corporate ID functionality on Incident Management?

Carl Wilson Jun 30, 2010 5:06 AM (in response to jagadeesh_d NameToUpdate)

Hi,
dependant on your version it is available. In the older versions, this field is provided but hidden. You would need to move/hide another field (usually Nickname is a good one) and put the Corporate ID in its place .....
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2. Re: Corporate ID functionality on Incident Management?

Björn Calabuig Feb 28, 2012 6:52 AM (in response to Carl Wilson)

Hi List,
I'm facing a strange behaviour using Corporate ID when searching:

If you use the advanced search query bar and searches for "Corporate ID" = "XXX", the result is not the same than entering a Corporate ID, clicking ENTER (that will populate Customer's Info fields) and clicking Search after this.

I'm trying to find out why results are different.

Any idea?

Kind Regards,
Björn.
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3. Corporate ID functionality on Incident Management?

Ganesh M Feb 28, 2012 7:05 AM (in response to Björn Calabuig)

Björn,

If you have made a field visible then you need to take care fo the workflows which sets the temporary fields on Help Desk form.

Take the logs while hitting enter in Corporate ID field, you will get an idea what is happening behind the screen.

There is an AL Guide called after you hit enter in search field.

Regards,
Ganesh.
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