Ticket Display Missing Information | XM Community
Skip to main content

Hello, 

I created ticket tasks a while back and all was functioning as it should. At some point, someone changed one of the names in the dataset from “Consultant” to “Relocation Consultant”. I was able to get that fixed and all of the ticket tasks are populating that field correctly from the point of correction but not prior to.

Also, I am now missing data in other fields such as Last name and first name. 

The data is still appearing in the customer profile but is not displaying first and last names as columns in my ticket dashboard.

I have gaps in my data that I need to fix and I am not able to figure out how to do this. Any help would be greatly appreciated.

 

Hi ​@JMorsey06470 ,

 

From what you described, it seems like the renaming of “Consultant” to “Relocation Consultant” might’ve triggered a mapping or schema mismatch somewhere in the background. The fact that names show up in the customer profile but not in the dashboard columns suggests the dashboard is either referencing outdated field keys or the field mapping broke when the change happened.

You might want to check below things:
    1.    Field Mapping in the Dashboard View – Go to your dashboard configuration and make sure the “First Name” and “Last Name” columns are still correctly mapped to the current customer profile fields. If they were custom fields and someone renamed or relabeled them behind the scenes, the dashboard might be referencing fields that no longer exist or are now blank.
    2.    Data Source Sync – If your dashboard is fed by a data connection or extract from the profile database, try doing a manual refresh or re-sync. Sometimes the UI can cache older schema references until a sync is forced.
    3.    Backfill Logic – If the name data is available in the profile but missing in tasks created before the consultant title was corrected, you may need to run a one-time backfill job to update those older entries—especially if the ticket task records were created using snapshot values.

 

Happy to help dig further if you can share a bit more about what platform this is built on.

Terms & ConditionsAccessibility statement