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Hi there, by default, the sla kpi instance is enabled for case entity and once sla kpi instance created for Case Entity, the SLA KPI Instances detail has no issue show the case title. However, when i enable sla for other entity eg. Email, Escalation, the sla is able to be created for these entities but the Sla Kpi Instance detail show "no name" for these entities.
i suspect it is due to the regarding field itself eventhough it is a "Multi entity lookup field" , it does not allow to change the "look for" for different entity. Hence when doing advanced find or view from the form, it just show it as blank for the entity other than "case".
i suspect it is due to the regarding field itself eventhough it is a "Multi entity lookup field" , it does not allow to change the "look for" for different entity. Hence when doing advanced find or view from the form, it just show it as blank for the entity other than "case".
Hi Leah,
Thanks for pointing out. Unfortunately, the "No Name" is also happened for email with subject value.
Hi Partner,
Yes, "Subject" is the primary field name for email entity, so you need ensure that the subject field is not empty if you not want to show 'No Name' in the lookup field.
Based on your screenshot, the subject field of these emails are empty, That's why!
You can click the 'No Name' in the regarding field, then you will go to email form, then you can populate subject field with value you need.
Hello Leah,
Thanks for the suggestion, but as from what i checked, "Subject" is the primary field name for email entity and it is already added in the "Email Lookup View" which i believe is by default as shown in image below:
However, in the Sla kpi instances entity, the regarding name is not shown for sla related to email as shown below:
Hi partner,
You need check primary name field and add it to the lookup view.
Please refer the following links:
From what i checked before, for Email Entity, the "Subject" is a primary for the entity which it is already populated with subject, however, the sla kpi instance still showing "no name" for sla kpi instance with regarding related to email entity.
Hi,
It seems primary field (most of the time it is Name field) of SLA KPI entity is not set when using othe Entity.
You can create workflow which will trigger on SLA KPI instance create and set Primary field.
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