Record Information - Caller Card - Recent Incidents

[mcroxall]

Where can i go to change the Recent Interaction, Recent Incidents link from the caller card?

 according to  SN it says it can show last 7 days, but i would like to change so it shows 30 days in any state.

is that possible? If so, where can i change?

[michelvande]

That would be the exact property that I previously changed. This did not work for me. However, if this did do the trick for you, I may have something to go on. Cheers!

[Adithya Masetti]

Steps to Update:

1. Identify the Data Source:

   • The "Recent Interactions" and "Recent Incidents" are typically linked to a server-side script or a table query defined in a script include, business rule, or widget.
   • Search for the relevant logic in:
     • Script Includes: These often control what data is fetched and filtered.
     • UI Pages/Widgets: If the card is a widget-based implementation (e.g., in Agent Workspace or UI Builder), the logic might be in the widget configuration or client/server scripts.

2. Search for the Caller Card Configuration:

   • The caller card might be a standard component with editable properties. Look in:
     • Agent Workspace Settings (if applicable).
     • UI Policies or Client Scripts linked to the form.

3. Modify the Filter Criteria:

   • Look for a query filtering records by created_on or sys_created_on in the logic. The "last 7 days" filter might use:
     javascript

     CopyEdit

     current.addQuery('sys_created_on', '>=', gs.daysAgo(7));
   • Update it to:
     javascript

     CopyEdit

     current.addQuery('sys_created_on', '>=', gs.daysAgo(30));

4. Test the Changes:

   • Once updated, verify the behavior by testing the caller card to ensure it fetches and displays the data for 30 days as intended.