Blank Records on Task Table

akunk23 · ‎03-20-2017

Hello

I'm trying to understand why chat queue entries are showing up completely blank on our service desk agent's "My Work" filter. When I go to the chat_queue_entry table, the records are there with all the information. However, when the agent goes to his/her work, they show up as blank records. I attached a photo of what the agent is seeing. The top two entries are the chat entries. Any help is appreciated. Thanks!

veena_kvkk88 · ‎03-20-2017

I believe this is an ACL restriction. The list is on Task table, which shows the records because the users have access at the record/table level. But there's an acl on chat_queue_entry.* for read, so the read access is restricted to chat_admin role at field level.

I think that's why the records are showing but the data is not, and why when you open the record no fields show up.

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Chuck Tomasi · ‎03-20-2017

It looks as though someone may have done some configuration on your system. The chat_queue_entry table is, in fact, extended from task which means it inherits the default form layout from task. When you open the record, it should look like a generic task until someone configured it. As for the other fields populating, I cannot speak to that as I don't know the inner workings of chat that well.