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

Last updated on MARCH 17, 2020

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

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 Application and Siebel CRMDesktop side: First Name: FirstName, Last Name = LastName, email address = FirstName@LastName.com at the same time and they run full sync, they do see duplicate contacts on CRMDesktop side, while they would expect to have conflict detected.

On Siebel Web Application side duplicate contact is not created.

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

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


Cause

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In this Document
Symptoms
Cause
Solution
References


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