Configuring the caller card in service operational workspace

[Ajisha Mol B]

Hi, 

I want to configure the caller card in service operational workspace by default I can see caller name, channel and state. Now I need to add some more fields those are caller_id.manager, caller_id.phone_number in caller card.

[Johns Marokky]

Hi @Ajisha Mol B,

I need few more details with this. Can you check the below script include and see what its written in the highlighted field.

https://<instance_name>/sys_script_include.do?sys_id=9dd95cb7530230108e4dddeeff7b1223

OOTB i can see only contact_type and Opened by

You need to add the fields here to display the values over there.

Since this script is read-only there is an extended class for this script

https://<instance_name>/sys_script_include.do?sys_id=3a7958b7530230108e4dddeeff7b12d

try to add the required fields here. I think it would work.

if its OOTB it would work. if there is some customization then we need to look at UI builder and see what the changes are made.

Result:

Mark helpful and accept the solution if it helps in solving your query.

Regards,

Johns

[Ajisha Mol B]

@Johns Marokky Thanks for the reply,

You are correct but when I am trying to add the third field it going out of the caller card, Please check the screen shot. If I want to increase the size of the caller card where the configuration needs to be done. Awaiting for your response, Thanks in Advance!

@nikipatel 

[Johns Marokky · Accepted solution]

Hi @Ajisha Mol B ,

Are you sure that you are using the OOTB SOW workspace. Because I have added few more records and it works fine.

 

Go to the record information view port and compare it with OOTB workspace to make sure that all the containers are properly mapped or not.

if its customized its very difficult to troubleshoot without having the hands on the instance.

Hoping that it might be helpful.

Mark helpful if it helps in solving your query.

Regards,

Johns

[Ajisha Mol B]

Hi @Johns Marokky ,

I didn't made any modification in UI Builder, Please check the below screen shot and can you explain me what are the modification you have done. Or Do we have any other way to achieve this.

Awaiting for your response, Thanks in Advance!