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Cannot enter a name in Interaction Log (Service Cloud Console)

Knowledge Article Number 000187164
Description The Name Field in Interaction log does not auto populate or is not Editable.
Resolution The IL is meant to record details about a customer interaction. This means that it will grab details about the entire customer interaction, ie: details about the workspace. A workspace is the combination of a primary tab and all the subtabs in it.

Case 1 - IL added to Case Layout, Case primary tab opened
In this case the IL will show. However, name is not populated. The IL will not populate the name field unless the contact on the case is opened as a subtab. This is because the IL only understands workspace associations. Not data in the case itself. So if you want a name associated with the IL, the contact must be opened as a subtab.
Querying the actual case object for the contact would be best. However, this becomes very expensive, because the IL supports accounts, contacts, leads, cases, custom objects etc. It is difficult to know what the "Name" field on an object is. For example,
- a case might have 2 contact fields
- a lead might not have a contact associated with it
- a custom object might not have a concept of "Name" at all
The best we can do here is default to the case contact for the name field

Case 2 - IL added to Case Layout, Case tab opened under Contact Primary tab, No IL on Contact Layout
The IL belongs to the Contact record here. The Case is a subtab in this Contact workspace. Since there is no IL on the Contact page layout, there is no IL for the entire workspace

Case 3 - IL added to Case Layout, Case tab opened under Contact Primary tab, IL on Contact Layout
Once again, the IL belongs to the Contact record here. The Case is a subtab in this Contact workspace. Since there is an IL on the Contact page layout, there is an IL for the entire workspace. The "Name" is correctly picked from the contact and the "Associated to" is also picked correctly.

Case 4 - No IL added to Case Layout, Case tab opened under Contact Primary tab, IL on Contact Layout
The IL will stow show here since the workspace is a Contact workspace and there is an IL on the Contact layout. The behavior is the same as Case 3

Case 5 - No IL added to Case Layout, Case tab opened under Contact Primary tab, No IL on Contact Layout
No IL




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