Inconsistent / confusing search behaviour when searching Address Book fields from Case/Opportunity windows
Maximizer has the options to search/display user defined fields from the address book entry in the case/opportunity windows, but they are not consistent.
If an address book field is added to the column setup in the case/opportunity windows Maximizer always displays the value against the company attached to the case/opportunity. It doesn’t matter if there is a contact associated with the case/opportunity or not.
When doing an All Fields search in either the case/opportunity window Maximizer and selecting address book user defined fields, Maximizer will search fields from the contact if one is attached or company fields if no contact is attached. The results are therefore completely different to the values shown in the column view.
One of our customers noticed this whilst doing searches in the opportunity windows using a mixture of address book and opportunity fields. The results were much lower than expected or the search returned no data at all. They also wanted to use the saved search of a dashboard which obviously doesn’t work.
The F1 help just says the following, which doesn't make it clear:
"In the Opportunities or Customer Service window, you can search for Address Book entry fields, as well as for opportunity or customer service fields. The search returns opportunities or customer service cases associated with the Address Book entries matching the field values."
There is a workaround for the search, but it not obvious to the user that they have to search this way.
1. In the address book window search for the fields you need
2. Once the list is returned use the retrieve cases / opportunities
3. Switch to the case / opportunity window and narrow the search for fields in this window
The customer noticed this in Maximizer 11 SR2, but we have also tested it Maximizer 12 Winter (LAN and WEB) and it still works the same way.
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Colin Proudman commented
Yes! Please can we have opportunity and case advanced search checkbox options (or some equivalent technique) that control whether these searches look at company, individual or contact address book user-defined fields, or any combination of these types of entries.