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Description

Special handling notes issue in agent workspace. Creating a note in "sn_shn_notes" table works fine in the native UI, but the popup is empty when viewing the same case in agent workspace.

Release or Environment

ALL

Cause

If the 'Message' field is empty and only 'Short Description' is filled, Agent workspace displays an empty popup while the native UI displays the 'Short Description' in the popup. 

Resolution

This is caused because the "Message" field on the "sn_shn_notes" record is empty.
Please add any text to the "Message" field so that Special Handling notes are displayed on Agent Workspace.

Additional Information

Add special handling notes to records in Agent Workspace

Article Information

Last Updated:2020-06-03 01:45:26
Published:2019-12-23