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Topic

    Rasheed Ahamed
    Contact Name not displayed in BUIAnswered
    Topic posted May 14, 2019 by Rasheed AhamedGold Medal: 3,500+ Points 
    81 Views, 5 Comments
    Title:
    Contact Name not displayed in BUI
    Summary:
    Contact First Name field not showing in the script
    Content:

    Hi, 


    I created an Incident Agent Script and added a Contact Lookup field in which agent asks for the first name and last name to the caller and selects it, where in next line the Contact's First Name is used on a thanking note which is populating fine in the Agent Desktop but not in the BUI. Attached both the screenshots. Kindly help me understand the reason.
     

    Thanks,
    Rasheed

    Version:
    18D
    Image:
    Document:

    Best Comment

    Rasheed Ahamed

    This issue has been identified as a product bug.
    PFA

    Comment

     

    • Tushar Gupta

      Hi Rasheed,

      I have checked this and if I open the old Incident the name is visible both in the Agent Console and Agent BUI.

      However, the name in agent script in BUI is not getting changed when a different contact is selected.

      Workaround for this is you can create a workspace rule which would run when the contact changes then you can run the agent script.

      Thanks

      • Rasheed Ahamed

        Hi Tushar, 

        Thanks for your input. Two things to understand here.
        1.While opening an old Incident, I don't want to run this script. In old incidents case I just wanted to open the Incident Workspace directly which I have done in the Workflow. PFA
        2.This script will be running only when a New Incident is created. For me, in the Agent Desktop when I choose a contact, the FirstName displays and when I change to different contact also, the corresponding name displaying and the report data is changing which is the expected behavior. But this thing is not working in the BUI. That is the issue. Let me know if there is any AgentScript Rule that I'm missing.

        Thanks,
        Rasheed

        • Tushar Gupta

          Hi Rasheed,

          1.) I couldn't find any rule which could be used to refresh the Contact Name value in BUI when first agent script opens before the workspace for the new Incident.
          2.) However, the script can be refreshed if opened inside a workspace.
          I will let you know if I find anything else.

          Thanks 
          Tushar 

           

    • Rasheed Ahamed

      This issue has been identified as a product bug.
      PFA

    • Tushar Gupta

      Thanks for letting us know.