Footprints: Why is the customer lookup not finding anything for a legitimate customer in Footprints

Modified on Mon, Jun 23 at 9:00 PM

Sometimes, when entering a customer's e-mail address into its respective field on a support incident and then pressing enter, the customer lookup is unable to find the actual information that's in Infor for the contact. What might be a cause of this behavior?

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The customer lookup checks a number of criteria to see if a customer is valid. However, if there is already an entry for the person in the "Contacts" list under the Contact Information section, Footprints will exclude searching here since the information has already been found. So, with no new information, nothing gets returned.

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To resolve this, simply unlink the person from the Contacts list, click on the "Clear Contact Data" button, and then save this incident to have this take effect. Next, re-enter their e-mail address and press enter. This will now have Footprints perform a full search.

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