Plan requirement
| Subscription | Suite Team or higher, Support Enterprise |
| Access | Agent |
The records page is where agents find and work with an object's data, and where you check whether it is being kept true.
What is on it
A list of every record of that object, searchable and filterable by its fields. Agents with permission can open, edit and add from here.
The columns come from the object's fields, so a badly chosen record naming scheme shows up immediately as a list nobody can scan. Autonumbered records read as a column of near-identical codes, which is fine when nothing here is picked by hand and a problem when it is.
Two checks worth making periodically
- Records with empty key fields. Usually an import that did not map everything, or a field added after the data went in.
- Records that should have ended. Contracts past their date, devices retired. If nothing marks them, agents keep selecting them.
Searching
Agents find records mainly through the lookup field on a ticket rather than here, and that is as it should be. The records page is for maintenance, not for the daily flow.
If agents are using it constantly, the lookup field on the ticket is probably missing a filter, so they are hunting rather than choosing from a short list.
Who should see it
Permissions are per object. A contract with commercial values on it is not necessarily something every agent should be able to browse, and the records page is where that becomes visible.
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