ICM Admin workstation Agent Personal Information is grayed out

[rkuttappan]

I am facing below issue:

Issue description : Not able to change any personal information in the agent Explorer from the Admin Workstation . In agent Explorere General TAB =, Personal information is grayed out. Need to know why it is grayed out.

ICM Version : 7.5.1

[Gergely Szabo]

Hi, can you please send us a screenshot?

G.

[bill.king]

Do you have multiple agent PGs, or just one?

[rkuttappan]

Thanks for looking into this.

Yes , We have multiple Agent PG's. These are few agents created newly into the system.

[bill.king]

Check and see if the same login name/person was somehow created on more than one PG. If so, delete it and destroy it completely from one PG and then the data for the agent on the second PG should then be normal and not greyed out. We have run into this previously when people were not paying attention configuring.

[jpsweeney77 · Accepted solution]

Hey Bill! Hope you're well. I've seen some instances where a customer has agents built on multiple peripherals by design. In the instances where this is the case you can make the changes via the User List tool.

Also, just as a test since it picqued my curiosity, I tied a second agent to the same User profile which as expected grayed out the info. I then deleted the 2nd agent (including permanent) and the original agent is able to be modified once again.

[bill.king · Accepted solution]

Rajeevu, how did this end up?

[rkuttappan]

We identified this as an issue with assigning wrong person ID to the agent. We have multiple agent PGs and noticed this issue while moving couple of agents from one PG to other.

Thanks all for the response, we are good now.