Merging Contacts

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Posted on by cherylp

Hi, I was attempting to merge two contact records when I got this error message: This case has been resolved. Close and reopen the case record to see the updates."

I tested with one record and reopened the case, and merged it with success. I have 10 records I would have to merge, so I do not want to reopen and then resolve/cancel cases.

Please advise. Thank you!

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Aiden Kaskela 19,696 on at

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Hi Cheryl,

When you merge two contacts it reassigns all the first-level related records to the primary one, but with some records are inactive they can't be edited (Cases, activities, etc). This really sounds like a bug and not the expected behavior.

I don't know if it's something you can fix, but you could change the relationship behavior so it doesn't reassign the cases (www.powerobjects.com/.../when-you-reassign-accounts-and-contacts-all-activities-are-also-reassigned). It's not the prettiest thing but if you don't care about cases then it's fine.

You could also create a workflow to Activate the cases and set a flag that it should be deactivated. Run the workflow on your cases, merge the contacts, then on any cases that are flagged, close them out (manually or with a second workflow).

Hope this helps! I'd appreciate if you'd mark this as Answering your question.

Thanks,

Aiden

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cherylp on at

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I ended up modifying an existing process that reassigns ownership of the records to disregard closed or cancelled cases (leaving owner as is and not reassigning), and was able to merge the records successfully.

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Can you please tell me where is the workflow ? I have searched in Processus and in business rules of the case entity.

Thanks.

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