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CRM Desktop Creates Duplicates Contacts On CRM Desktop Client Side (Doc ID 2359869.1)

Last updated on FEBRUARY 14, 2018

Applies to:

Siebel CRM Desktop - Version 16.15 [IP2016] and later
Information in this document applies to any platform.

Symptoms

On : 16.15 [IP2016] version, CRM Desktop for Outlook

ACTUAL BEHAVIOR
---------------
CRM Desktop creates Duplicates Contacts on CRM Desktop client side


Customer has extended user key for Contact on CRM Desktop side in forms.js.
ctx.validator.validate_unique_fields(["First Name", "Last Name", "Account Id", "Email Address", "Cellular Phone #", "Work Phone #", "SiebelShared"], ["normal_first_name", "normal_last_name"], "msg_contact_name_unique", null, "shared");
However, in scenario where they created the contacts on both siebel and crm desktop side: First Name: Adrian3, Last Name = Monk3, email address = adrain3@monk3.com at the same time and they run full sync, they do see duplicate contacts on crm desktop side, while they would expect to have conflict detected.

On siebel side duplicate contact is not created.

Can you please explain us why duplicate contact is created even though user key on crm desktop side is extended as above?




EXPECTED BEHAVIOR
-----------------------
No duplicate contacts should be created on CRM Desktop side

STEPS
-----------------------
The issue can be reproduced at will with the following steps:
1. Log into Siebel
2. Create a contact record
3. Create a same contact record in CRM Desktop and run a sync

BUSINESS IMPACT
-----------------------
The issue has the following business impact:
Due to this issue, users cannot find conflicting contact records

Changes

 

Cause

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