When viewing a call in the Online UI, the call is displaying the information from the Parent_Address_vod__c lookup field instead of the value in the text Address_vod__c field.
This is working as designed.
The Address_vod__c behavior on the Page Layout online is different from the actual values on the Address_vod__c field. The UI has additional logic which controls the display of that field. Specifically, it runs the following check:
IF Parent_address_vod__c is NOT NULL, display Parent_address_vod__c, ELSE display Address_vod__c.
Note: The Address_vod__c on the Call object is a static stamp of the address at the time of the call. This field does not change. Parent_address_vod__c on the Call object is not static and is updated if the Address record is updated.
Some reasons why a user may see a different address on a Call record are described below.
- It is a Veeva Best Practice to not update the Address record completely (Example: completely changing the city, state, etc.) Create a new address record when a new address for the Health Care Provider (HCP) is available. Minor changes can be made such as: correcting spelling errors, suite numbers, etc.
- To avoid confusion by end-users, it is possible to create a custom formula field on the Call Page Layout and populate the Address_vod__c values instead.
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