Updated
Prevent Duplicate Rows When Adding Case Communication ID
Problem
Older communication data in TCIQ does not include the Case Communication ID, which became a required field in January 2022. When adding this field to reports, there is a risk of showing duplicate records or missing IDs. Deleted communication events were also being filtered out, leading to incomplete data.
Solution
The Case Communication ID was added to the TCIQ Communication Summary and Detail tables for escalation data. Older records were cleaned and updated to include this ID. Deleted communication events are now included in reports to ensure complete visibility and to show both active and deleted records.