Skip to main content

Hi, we are using V14.5 currently.  We have had a few instances where when trying to renew a contract, it has failed with the message “The value of contact was not found in the database”.  On investigation we found this is because it is looking for a contact that used to be used on the existing contract but was since deleted.  To fix it we had to go into the DB and change the contact ID of this old contact, to one that is currently in use, which is not good practice.

Why does the renewal process need to find an old contact that is no longer used on the contract?  Is there any way to stop this behaviour?  It seems strange when that contact is no longer used on the contract, why does it have to still exist and be associated to the same customer?

Is this behaviour still the same for V15.4?

Thanks

Chris

Chris,

This does not make sense to me either.  I tried the scenario in v15SP4SU1.  I found a contract that expired 2 years ago, it had a contact and had not been renewed.  I removed the contact from the contract and I could renew without issues.  I cancelled the renewal, then made the contact inactive.  I was then able to select the inactive contact on the contract without error or message.  I then ran renewal with the inactive contact and the renewal was successful without error or message.  I am not sure i tested exactly your scenario, but please log a support ticket for this to be fixed in standard product.

Hi Jacques,

Thanks for doing that testing, much appreciated.

I did the same and with luck found the exact same contract that we had the problem with yesterday (in V14.5), so I was able to test the exact same situation in V15.4 and the good news is that it worked fine in V15.4, even though there is a contact mentioned in the logs that no longer exists anyway in the system (deleted).

So it seems to be an issue only in V14.5 for us, which is good news.

Thanks Jacques

Best Regards

Chris

Reply


Terms & ConditionsCookie settings