Luminate CRM duplicate merging

[[email protected]]

Hello,

Click and Pledge was just installed in our production instance, and we started receiving this error when we merge duplicates in Luminate CRM. How should I proceed?
Merge Failed
Detected soft-duplicate relationship between the Contact and Opportunity objects.

[CnP.Support]

Good day!

The installation was done but we have not yet completed the event post-installation. Your issue is not related to the post-installation.

The error is strange- you had tested this in Sandbox right? We have had others with Luminate using this without any issues. I have assigned this to a developer and will update this post by tomorrow.

If you want we can uninstall the app. If you can wait till we find the issue it will be helpful. Let us know how you wish to proceed.

[[email protected]]

We do not have real time integration between Luminate Online and Luminate CRM in the sandbox. Duplicate management in LCRM requires the integration because it merges the Luminate Online and Salesfoce contact records at the same time.

No need to uninstall the app yet. We had never seen this error before the C&P installation. I will try to merge records after the post-installation is done. Thank you!

[CnP.Support]

Good day @Rabia,

Is it OK for us to review the error? It will help us by understanding the issue and hopefully resolving it if it is because of our app.

If you can create a sandbox for us with all apps installed it will be a great help as we do not have access to Luminate. Let us know if we can be of any help.

[[email protected]]

You will not see this issue in a sandbox because there is no integration between LCRM and Luminate Online in a sandbox, which is why we didn't see this issue in our testing.

You should already have access to our sandbox (Org ID 00DM0000001eeBM) that has all our apps installed (but NO integration with Luminate Online and thus no duplicate merging). I would recommend you poke around in production, though, where you will see the error. Here is a duplicate where you can see the error: https://na28.salesforce.com/a1V1A0000000ypCUAQ. This is a staff duplicate, so you can work with that without any issue.

[[email protected]]

Here is what Blackbaud says. Maybe the problematic field was inserted by the app? is there a workaround?

"I was able to replicate the issue and also figure out what is going on. Your organization has essentially two relationships on the same object with the same name, but one is namespaced and one is not.

For example: on the opportunity object, we have a field called cv__Contact__c which refers to the donor. Most likely, someone in the organization added their own custom field named Contact__c to the opportunity. Salesforce will let you do this because the cv__ namespace designates that the two fields are different. However, at runtime, Salesforce sometimes forgets how to make a distinction between the two fields.

In order to get past this, you will need to find the field that essentially duplicates the field name that we have, and you will need to change it. For instance, if you have a "Contact__c" field on the opportunity, you would need to rename it to something else, (i.e. "Linked_Contact__c" or the name of your choice)."

[CnP.Support]

Good day!

We have figured out what is going on. You have the DupeCatcher. That is what is causing the issue.

DupeCatcher blocks our attempts based on last name, etc. as it is a manual confirmation system and we try to create another contact that matches its primitive matching rules it blocks our movement.

Can you disable the app and test.

[[email protected]]

Thank you for your prompt attention. I do not see DupeCatcher in our installed apps. Is it possible it is part of our Luminate package? If so, I will not be able to disable it.

Please see the reply from Blackbaud support in my last post.

Thank you again! I am impressed with how responsive Click and Pledge has been throughout this process.

[CnP.Support]

Good day,

Please see:



This is the problem.

[[email protected]]

Can you tell me where you found those rules? I'm having trouble locating them. What is your recommendation since the rules are already inactive?

[CnP.Support]

Good day!

I will have one of our developers login and review your setting. Is there a contact that we can test?

[[email protected]]

Thank you!

This is the duplicate match group you can test in production: https://na28.salesforce.com/a1V1A0000000ypCUAQ

The match group is made of these contacts:

https://na28.salesforce.com/003C000001uLJ5L

https://na28.salesforce.com/003C000001ckZ30

[[email protected]]

Can you confirm that this is not an issue from Click and Pledge?

""I was able to replicate the issue and also figure out what is going on. Your organization has essentially two relationships on the same object with the same name, but one is namespaced and one is not.

For example: on the opportunity object, we have a field called cv__Contact__c which refers to the donor. Most likely, someone in the organization added their own custom field named Contact__c to the opportunity. Salesforce will let you do this because the cv__ namespace designates that the two fields are different. However, at runtime, Salesforce sometimes forgets how to make a distinction between the two fields.

In order to get past this, you will need to find the field that essentially duplicates the field name that we have, and you will need to change it. For instance, if you have a "Contact__c" field on the opportunity, you would need to rename it to something else, (i.e. "Linked_Contact__c" or the name of your choice).""

[[email protected]]

Any update? Thanks, C&P!

[[email protected]]

We are amenable ti purchasing a premium support package if that means this will get resolved soon. Just let me know!