CRM 9.0 Email address is not getting updated in CRM when message comes from the HRMS

(Doc ID 1528578.1)

Last updated on JUNE 08, 2017

Applies to:

PeopleSoft Enterprise CRM HelpDesk - Version 9 to 9 [Release 9]
PeopleSoft Enterprise CRM HelpDesk for HR - Version 9 to 9 [Release 9]
Information in this document applies to any platform.

Symptoms

In CRM 9.0 Email address is not getting updated in CRM when message comes from the HRMS

 

Replication steps :
 
1) Create new backdated employee with Business email address
2) Message come to CRM and worker can see at Worker component, with correct
  email address
3) Run the Sql query on BO_CM table
 
  SELECT PROFILE_CM_SEQ,BO_CM_START_DT,BO_CM_END_DT,CM_PURPOSE_TYPE_ID FROM
  PS_BO_CM WHERE BO_ID='366750635186408724283075042687'
 
 
  PROFILE_CM_SEQ         BO_CM_START_DT            BO_CM_END_DT            
  CM_PURPOSE_TYPE_ID    
  ---------------------- ------------------------- -------------------------
  ----------------------
  382052877898620485156547042685 03-JAN-13                 31-DEC-99          
        15                    
  384227913293707249630915042688 03-JAN-13                 31-DEC-99          
        27                    
  385781510205537064763075042687 01-DEC-12                 31-DEC-99          
        35                    
 
4) Delete Business email address in HRMS and save the data.
5) Email address will get deleted in CRM
6) Run the same sql again, it will put the end for deleted email address
 
  PROFILE_CM_SEQ         BO_CM_START_DT            BO_CM_END_DT            
  CM_PURPOSE_TYPE_ID    
  ---------------------- ------------------------- -------------------------
  ----------------------
  382052877898620485156547042685 03-JAN-13                 31-DEC-99          
        15                    
  384227913293707249630915042688 03-JAN-13                 03-JAN-13          
        27                    
  385781510205537064763075042687 01-DEC-12                 31-DEC-99          
        35                    
 
  3 rows selected
7) Add new business email address on HRMS side
8) Message will come to CRM and email address can see.
9) Run the same sql again , new row added for  new email address
 
 
 
 
  PROFILE_CM_SEQ         BO_CM_START_DT            BO_CM_END_DT            
  CM_PURPOSE_TYPE_ID    
  ---------------------- ------------------------- -------------------------
  ----------------------
  382052877898620485156547042685 03-JAN-13                 31-DEC-99          
        15                    
  384227913293707249630915042688 03-JAN-13                 03-JAN-13          
        27                    
  385781510205537064763075042687 01-DEC-12                 31-DEC-99          
        35                    
  562400094119130740997827042684 03-JAN-13                 31-DEC-99          
        27                    
 
  4 rows selected
10) Now update the business email address which has just added on HRMS side.
11) On CRM side it will not show latest updated email address

Cause

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