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Dynamics 365 Community / Forums / Service | Customer Service, Contact Center, Fie... / Submitting an RTM form...
Service | Customer Service, Contact Center, Fie...
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Submitting an RTM form once will generate multiple submissions

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Posted on by CU31030949-0
Dear all,
 
The system created multiple submissions with identical data at the same time, but only one succeeded while the rest failed. I’m not sure why this happened—could it be a network issue?

It also returns the error: “Failed to create/update target entity with exception: Entity Key EmailAlternateKey violated. A record with the same value for Email already exists. A duplicate record cannot be created. Select one or more unique values and try again.“ I suspect this is because the ”Select parent contact matching rule" was not configured with a matching rule, and querying existing contacts using the Email field caused this issue.
 
Regarding these two issues, I would like to ask for some clarification to verify my hypothesis. I would greatly appreciate it.
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Dynamics 365 Contact Center
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    ANInnoSolutions Profile Picture
    ANInnoSolutions 461 on at
    Hi CU31030949-0,
     
    1) Issue
    - A single RTM form submission results in multiple records being created with identical data at the same time
    - Only one record is successfully processed while the remaining submissions fail
    - Additionally, the system returns an error indicating that a duplicate record cannot be created due to an Email alternate key violation
     
    2) Reason
    - Multiple submissions occur due to repeated trigger execution such as network retries, double user actions, or parallel processing in the backend
    - The same request is processed multiple times simultaneously by the system
    - The Email field is configured as an alternate key, which enforces uniqueness across records
    - The first record creation succeeds, while subsequent attempts fail due to duplicate Email values
    - The Select parent contact matching rule is not configured correctly, so the system does not check for existing contacts
    - As a result, the system attempts to create new records instead of matching existing ones, causing duplicate key violations
     
    3) Resolution
    - Prevent duplicate submissions by disabling the submit button after the first action or implementing submission control mechanisms
    - Ensure backend operations are idempotent so repeated requests do not create duplicate records
    - Review workflows or integrations to avoid unintended retries or parallel executions
    - Configure the Select parent contact matching rule to correctly identify existing records using the Email field
    - Update the logic so that existing contacts are reused or updated instead of creating new ones
    - Validate that the alternate key configuration aligns with the expected business logic
    - Enable logging and monitoring to identify whether the root cause is network related or due to system behavior
     
    For a more detailed answer, please provide more information.
     

    Rg,

    Alexander

    *Due to the complex and different possibilities of deploying Dynamics 365 I highly recommend not to setup the application without some expert/partner or support. (For more information contact me under anassl@inno-solutions.info or visit www.inno-solutions.de)

    *The Information comes directly from the manufacturer or provider and are validated (not guaranteed) up to date of creation of the posting.

    References:

    1. Microsoft Licensing Guide
    2. Microsoft Doc`s/Learn

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