Intermittent issue with customer name display while using UUID in scoreboard query.

Products

• CA Service Management - Service Desk Manager

Issue/Introduction

Client is using this below scoreboard query. Intermittently they find "End User Name" field is populated. 
customer = U\'F4C2A60100EA154695D233F90ABFFD21\' AND type=\'I\' and active=1

Environment

Release: CA Servicedesk Manager 17.4.x.

Resolution

"End User Name" filed is populated only when the logged in user  match with  customer name, For other logged in users this field will be BLANK. 

As per product architecture there is no  lookup for the UUIDs, unless the UUID matches the logged in user's UUID- this information is already cached in the browser, hence it's used, but not for other users.

 

Additional Information

https://community.broadcom.com/idea/customer-location-in-stored-query