+12In some instances we get the following error message when clicking on a contact on a service order - The caller name is not associated with the customer in the database:
But the user is associated. And other contacts, on different service orders (same customer/site) behave as expected:
I find no reference to this error in the event log
Best answer by Phil Seifert
Hi Bjørn,
It does look like an issue in the UI when MANUALLY inserting the name instead of using the lookup or clicking the quick select drop down.
When doing it manually on our QA for your code, it does not find the phone number, etc. Looking at the query used, it is searching for the caller name instead of the person_id in the query which is not correct.
If you click the name in the drop down or search in the lookup, it finds the phone number. Please try that on your system to confirm. I also note the same when I use one of the names you indicated worked. I suspect different methods are being used to insert the caller name.
Do you get the same error if you use the lookup to find that user?
Please log ticket for this as it also looks to not find the phone number in latest 15.4 when manually inserting.
+24Hi Bjørn,
You pasted the same screen shot twice when I think you meant to show where it was working?
Question is how was this data populated in the form? Was it someone typing in the name and then clicking it loaded the phone number or did someone type both the name and phone number manually which differed from the stored data?
When I look at the company_person_xrf, I don’t see this person as a contact linked. I used the following query:
select * from company_person_xrf where company_id = '214890' or company_id = '214890-1'
Perhaps if you remove/add that contact again it will create the company_person_xrf table row? Also check if the contact was made inactive.
+15Also check if there are multiple contacts with the same name (maybe there’s an issue with the join at the DB level pulling a contact with the same name but a different ID value that is associated with a different customer record).
+12Sorry, Phil - this is what I wanted to show:
Mona Bru and Arnfinn Almås show up correctly.
But there is no records in the company_person_xrf (cue mystery music):
+24Ok, that was only a suggestion - I checked our database again and I can see that Arnfinn is a contact for two different companies while Svein is only for the one company. (No duplicate rows, Reid)
SELECT person_id,
first_name,
last_name,
company_id,
address_id
FROM person
WHERE last_name IN(‘<last name list>')
AND first_name IN('<first_name_list>')
ORDER BY last_name;
I think you should log a ticket for this as this will not be solved here.
+12Thanks, Phil. I will. And as an ending note: this happens in both the WLD and WLN profiles
+24Hi Bjørn,
It does look like an issue in the UI when MANUALLY inserting the name instead of using the lookup or clicking the quick select drop down.
When doing it manually on our QA for your code, it does not find the phone number, etc. Looking at the query used, it is searching for the caller name instead of the person_id in the query which is not correct.
If you click the name in the drop down or search in the lookup, it finds the phone number. Please try that on your system to confirm. I also note the same when I use one of the names you indicated worked. I suspect different methods are being used to insert the caller name.
Do you get the same error if you use the lookup to find that user?
Please log ticket for this as it also looks to not find the phone number in latest 15.4 when manually inserting.
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