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Customer Center

Case UI issues following Agent 12.4 Release

  • Updated

Following the upgrade to 12.4, some customers have encountered issues with their case UI (field codes displayed instead of description OR drop-down fields are empty).

If you are encountering any of these issues, we recommend taking the following steps:

  • Rebuild your service cache and field lists.
  • Re-generate problematic layouts.

If this does not resolve the issue, please raise a support ticket.

 

Rebuilding your Service Cache and Field Lists: 

  1. Go to Administration - Layout Editor
  2. From the Admin Menu run
    • Rebuild Server Cache
    • Rebuild Fields list

 

Re-generate problematic layouts:

  1. From the layout editor, click the Generate Current Layout button to generate the layout you have selected.
  2. If you are in a layout, you can regenerate it by clicking CRTL+Q and then clicking the Regenerate button.