Hi,

I have created a queue for employee termination. Basically, I make use of one custom field for sql query to pull out the user name for example: Peter, Pan (US) from the USER table (query: select full_name from USER). However, once I saved the ticket, it only shows Pan (US) at the custom field. And when I save again, it will only display Pan (US). Thus we wouldn’t know who is the actually user for termination if we have more than two 'Pan' in the office and the daily report will only show Pan (US) as the username. Any advice is appreciated.

Thank you
Thomas
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This looks like a bug. I suggest opening a support ticket. As a workaround try to take out the comma in some way

e.g.
This will remove the comma
query: select REPLACE(FULL_NAME,',',') FROM USER ORDER BY 1

This will display a comma in the webui but when you search or report on it it will show the HTML code:
query: select REPLACE(FULL_NAME,',',',') FROM USER ORDER BY 1

This will change the comma to a unique character that looks similar and could be searched / replaced later
query: select REPLACE(FULL_NAME,',',';') from USER ORDER BY 1

Answered 11/01/2011 by: GillySpy
Seventh Degree Black Belt

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BTW, it appears the value is being stored correctly in the database it just isn't being pulled into the list correctly. So if you did a ticket search that field you'd get the correct hit.
Answered 11/01/2011 by: GillySpy
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Hi Gerald,

I did open a support ticket and I was told there are no issues with the appliance and what I am asking is out of support guidelines. The only suggestion from the support is to auto create another ticket under a new queue just to capture the fullname detail.

Anyway, I have managed to remove the commas and now it displays " Peter Pan (US) ". You saved my day. Thank you

Cheers,
Thomas
Answered 11/01/2011 by: thamthomas
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Glad it helped. It would take some convincing to me that this is not a bug, can you pm me the ticket # please?
Answered 11/01/2011 by: GillySpy
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