Person Only Customer Contacts Not Being Created (Doc ID 2928620.1)

Last updated on FEBRUARY 27, 2023

Applies to:

Symptoms

On : 2.7.0.3.0 version, ENV - Environment

Person Only Customer Contacts Not Being Created

We had the initiative to limit all customer contacts to be person based. This meant Premise Usage on the customer contact type to not allowed.

This prevented CSRs from updating the premise Id on the customer contact record to something else.

We are now having problems when customer contact is created from an Order. Base algorithm CAOC-CC - Create Customer Contact When Order is Completed has no check on whether premise usage is allowed on the CC Type.

This causes an error in Order Completion.

ERROR
-----------------------
Premise ID is not allowed for Customer Contact Type NOTE.

Premise Id is allowed only if the Premise Usage flag for the Contact Type is specified as Optional or Required.

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Updating Customer Contact Type to disallow Premise ID
The client requested changing the Customer Contact Type premise usage field from “Optional” to
“Not Allowed”. This initiative was to help prevent CSRs from updating the Premises ID with the
Premise ID of another premise when leaving a Customer Contact on a person who has multiple accounts. When this Premise ID field is updated with an address other than the one on the
Premise Current Context it updates the address of the Premise ID added on the Customer
Contact.

1.1 Customer contact before Updates. Correct context premise.
1.2 Update with a Premise Id that does not belong to the Person. We can prevent this from being
updated by a CSR by making the CC Type Person Only.
1.3 Preventing the Premise ID from being accessed by the CSR
1.4 After specifying Premise ID as “Not allowed” on a person the only contact, the Premise Id is no longer shown.
  
2. Error due to change in configuration.
The error message that occurred when completing an Order.
Premise ID is not allowed for Customer Contact Type NOTE.

Premise Id is allowed only if the Premise Usage flag for the Contact Type is specified as Optional or Required.

3. Evaluation
Campaigns that create Customer Contacts when Orders are completed
Associated Algorithm/Algorithm Type “CAOC-CCORDER/CAOC-CC” that are executed once an
Order
The associated code does not check to see if Person ID, Account ID, or Premise ID are
Required/Optional/Not Allowed. In this case, only the Premise ID was not allowed but the base code does not recognize the change.

Changes

Cause

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