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Hi experts,

One of our customers has an issue of Request Contacts getting copied to connected tasks in doubles.

  • This happens only when adding a New contact under the 'Contacts' tab of 'Request' screen by using the 'New' button.
  • Issue doesn't occur when adding a contact by using the 'Select' button.
  • Issue occurs in both custom screens and in the baseline screens of customer’s environment.
  • There are no relevant Business Rules or Client Scripts to be found. “Watch All” doesn’t trigger anything. Couldn’t find anything related to this by manually going through all rules and scripts.
  • Server logs indicate 2 entries that have inserted same contact to task_contact.
  • When TASK_CONTACT_COPY app param is set to N, duplication does not occur; only one entry is copied. (But Contacts added using Select button doesn’t get copied to the Task, as expected).

 

Requesting your expert ideas on what could be the root cause for this.

Dulshan

Apparently you have checked all the possible reasons. What FSM UPD version is used by the customer?

/Sanjeewa

Apparently you have checked all the possible reasons. What FSM UPD version is used by the customer?

/Sanjeewa

@SanjeewaJ  Customer has faced this issue in UPD12 and after upgrading to UPD13 as well.

Hi @Dulshan De Silva ,

Is there any code level customizations for the REQUEST_CONTACT or TASK_CONTACT tables. You can navigate to custom metadata, then check the policy name for these two tables. If this has been changed then there should be a code level customization. This could be a possible cause, because the REQUEST_CONTACT new record saving logic might be executing a TASK_CONTACT create record and the baseline code will also perform the same. 

Hope this answer helps.

Best Regards,
Atheeq

Thanks @Atheeq Maharoof for this. With further work on this it was found that the <create_request_contact> MPM, called by the baseline-policy when creating a request_contact form Request screen is not called in customer’s environment. This could be because the custom-policy, and its DLL is having a different implementation for creating new request contacts.

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