Update quick action console component's filtered lookup dialog search returns invalid or no results

Chatter , Search , User Interface , Service Cloud Console , Lightning

Last updated 8 days ago ·Reference W-4016928 ·Reported By 17 users

In Review

Summary
When using an "Update a Record" quick action as a sidebar subtab custom console component users may find that lookup field filters are not respected when the field is included on the action's layout.

This is because lookup dialog search filters are not applied as expected in quick action console components which results in invalid or no results when users perform lookup searches from within the console component.

Repro
Prerequisites:
- Configure and enable a Console App in Classic:
https://help.salesforce.com/articleView?id=console2_setting_up_serviceconsole.htm&type=0

- Create a Feed based case page layout:
https://help.salesforce.com/articleView?id=create_feed_based_layouts.htm&type=0

- Create a Case Action with the following details:
Action Type: Update a Record
Standard Label Type: --None--
Label: Update Case

1. Create a custom lookup field on the Case object looking up to Account:

Field Label: Related Account

2. Add a Lookup Filter to the field:

Case: Account ID equals Field: Related Account Account ID

3. Create an Account and then create a Case related to that Account (via the standard "Account Name" field.

4. Ensure the field you created in step 1 is applied to the Update Case action's layout:

5. From the page layout editor's palette click "Custom Console Components" and add the following Left Sidebar Subtab Component:

Width px: 100
Type: Lookup
Component: Field: This Case
Label: This Case
Update Action: Update Case

Note: Be sure to save both the Custom Console Component page and then the actual page layout.

6. Open the example case record you created in step 3 within the console created in the prerequisites.

7. Expand the left sidebar subtab component, if it's not already visible, and click to edit the lookup field that you created in step 1. and search for the Account record that you created in step 3.

Actual Results: Either no records are returned in the search or irrelevant recent records that do not match the lookup filter criteria are returned despite matching records existing and meeting the lookup filter's criteria.

Expected Results: All relevant records meeting the lookup dialog search's filter criteria should be returned in results via the "Update a record" quick action contained in the sidebar subtab console component.

Workaround
- Disable to lookup filter or instruct users to populate the lookup field on the record detail page or from within an alternative component.

Is it Fixed?

AP0 AP1 AP3 AP4 AP5 AP6 AP7 AP9 CS1 CS2 CS3 CS4 CS5 CS6 CS7 CS8 CS9 CS103 CS109 CS108 CS107 CS106 CS105 CS102 CS101 CS100 CS10 CS104 CS115 CS11 CS116 CS12 CS13 CS14 CS15 CS16 CS17 CS18 CS19 CS20 CS21 CS22 CS23 CS24 CS25 CS26 CS27 CS28 CS30 CS31 CS32 CS33 CS40 CS41 CS42 CS43 CS44 CS45 CS47 CS50 CS51 CS52 CS53 CS54 CS57 CS58 CS59 CS60 CS61 CS62 CS63 CS64 CS65 CS66 CS67 CS68 CS69 CS70 CS71 CS72 CS77 CS78 CS79 CS80 CS81 CS82 CS83 CS84 CS85 CS86 CS87 CS88 CS89 CS90 CS91 CS92 CS93 CS94 CS95 CS96 CS97 CS98 CS99 EU1 EU4 EU6 EU7 EU8 EU9 EU10 EU12 EU13 EU14 EU15 EU16 EU17 EU18 EU19 NA3 NA6 NA7 NA8 NA21 NA24 NA29 NA30 NA31 NA32 NA33 NA34 NA35 NA37 NA38 NA39 NA40 NA42 NA43 NA44 NA45 NA46 NA47 NA48 NA49 NA50 NA51 NA52 NA53 NA54 NA55 NA56 NA57 NA58 NA59 NA60 NA61 NA62 NA63 NA64 NA65 NA66 NA67 NA68 NA69 NA72 NA73 NA74 NA76 NA77 NA78 NA79 NA86 NA87 NA88 NA99

Any unreleased services, features, statuses, or dates referenced in this or other public statements are not currently available and may not be delivered on time or at all. Customers who purchase our services should make their purchase decisions based upon features that are currently available.