VERIFIED SOLUTION i
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Resolve the issue where a search using the Enquiry Filter fails but Enquiry record exists in Confirm

Issue

When you search for a specific Enquiry in Confirm® using the filter no record is found.  This can happen in two scenarios.
  1. Using the filter on the Fast Entry Enquiry no record is found but If you enter the number straight into the Enquiry screen, then tab off of that field, it retrieves the result.
  2. The record is not found using the filter or typing the Enquiry Number straight in.

Cause

The cause for each scenario is
  1. There is no Customer record for the Enquiry.
  2. The Work Group of the user does not contain the Contract Area of the Site or Feature on the Enquiry or the user's Data Security Group does not contain the Data Key of the Enquiry Subject.

Resolution

UPDATED: August 22, 2017


For scenario number:

1.  Use the filter on the Fast Entry Issue screen not the Fast Entry Enquiry screen.

There are settings to automatically create a customer for new Enquiries, for example when uploaded from ConfirmConnect. You can verify the setting 'Use Action Officer as Customer' on the Customer Services Device System Settings screen.

The Confirm Help states that:

Use Action Officer as Customer: Tick this to create a Customer for each new Enquiry that is transferred from the mobile device. This Customer will use the Action Officer's name as the Customer name, and populate the other mandatory Customer fields as set in the following fields. If the new Enquiry has a Customer and this setting is ticked, the Action Officer will not be used as a new Customer.

Note: If this is not set or no Customer has been created then the Enquiries raised cannot be viewed in the Fast Entry Enquiry screen (as this requires a Customer). The Fast Entry Issues screen, or Officer Enquiry screen must be used to view the Enquiry.

2.  Make sure the Work Group of the user contains the Contract Area of the Site or Feature on the Enquiry and the user's Data Security Group contains the Data Key of the Enquiry Subject.  After making changes on the User Security screen use the 'coffee cup' icon on the task bar to log out of Confirm and back in.  OnDemand clients may need to log out of Confirm completely and log back in to pick up the changes.

Environment Details

Products affected: Confirm
 

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