UCM Merge Is Not Merging Similar Child Records And Resulting In Duplicate Child Records Being Created Instead (Doc ID 2079062.1)

Last updated on MARCH 02, 2017

Applies to:

Siebel Universal Customer Master - Version 15.3 [IP2015] and later
Information in this document applies to any platform.

Symptoms

PRODUCT VERSIONS:
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SIEBEL VERSION: Siebel 15.0 + PatchSet 3
DATABASE VERSION: Oracle 11.2.0.1
SIEBEL APP O/S: Linux x86

ISSUE STATEMENT:
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Customer is using Siebel UCM Merge functionality to merge 2 contact records together. During the merge, customer observes that child objects with the same values are not being merged together as one record. Which means that after the merge, the surviving contact record has 2 child records with the exact same values.

WHERE IT HAPPENED:
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The issue happens in customer's Development environment.

STEPS TO REPRODUCE:
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The behaviour occurs as follows:

1. Set up a new installation of Siebel SBA 15 application according to the Siebel Installation Guide.

2. Create 2 contact records with the same first and last name values.

3. For each contact record, go to the child Phone applet and create a new phone record with a phone number value. Use the same phone number for each of the contact so that it is the same.

4. For the 2 contact records, merge them together by selecting the two records > Edit Merge.

5. Navigate to the Siebel Client application > UCM screen > UCM Merge Request View > select the Contact record > drilldown into it > Click the {Merge} button.

6. Once the merge completes, check the contact record > Phone applet > there are now 2 phone records each with the same value.

BEHAVIOR PATTERN:
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The behavior occurs consistently and with using the out of the box Siebel vanilla SRF file.

EXPECTED BEHAVIOR:
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The expected behaviour is that the merge should also merge the child records into one record since both share the same value.

WHAT IS WORKING:
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Merging on the parent Contact record is working correctly.

WHAT IS NOT WORKING/ACTUAL RESULTS:
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The child data is not being merged and results in duplicate entries with the same values.

LOSS OF FUNCTIONALITY / BUSINESS IMPACT:
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The customer requires Merge and Un-Merge. Without these functionalities, it is almost a no show/show stopper.

Cause

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