Duplicate Cases (Different case number, identical information)

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Posted on by Community Member

Hi, We have a CRM 2015 Update 0.1 (on-premise) in which no reason cases are duplicate (two o more times). They have different case numbers but the same information (more than 10 fields). No additional process that creates a case, so there is discarded.

Anyone knows a way around this. The duplicate case have only seconds between (created).

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Aiden Kaskela 19,696 on at

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Hi Leo,

This is really strange. How is the first Case being created?

Thanks,

Aiden

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Community Member on at

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Hi Aiden, The first case is create under the normal steps. Nothing strange here.

Very rare situation !.

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Aiden Kaskela 19,696 on at

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Yeah, agreed. If the first record is being created manually then it sounds like you've got to have some code running that's causing the duplicates. Do you have any plugins that are running on the incident entity, or maybe javascript on your forms?

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Community Member on at

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Thanks Aiden. There is not plug-in or javascript in this form. Important: Are sporadic cases.

Only the users report us when click in save button the explorer show a answer: "Are you sure you want to leave this page?". Could this be a sing?

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Aiden Kaskela 19,696 on at

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That sounds like it could be browser related. They'd save and that is sent to CRM, but the browser is behaving as if it isn't saved. That would definitely explain what's going on.

Is this only with some older browsers? Maybe an anti-virus on the computers which is interfering with what CRM is trying to do?

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Community Member on at

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All users are on Explorer 11, we make sure they were in the same version.

In the case of antivirus, we will investigate. Thanks for your time and support. If you remember something extra we would appreciate your support.

Greetings from Panama, Excuse my English, a little rusty.

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Aiden Kaskela 19,696 on at

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Leo,

Your English is awesome. I'm not sure what else would cause that to happen in the browser but that's got to be the culprit. Good luck with the search and let me know if you find something.

Thanks,

Aiden

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Laurentf2006 50 on at

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Hi Leo,

I have the same probem for one of my customers on CRM 2013 SP1. Duplicate cases are created with same data, no plugin, no JS

Did you find the problem?

Tx, Laurent

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Rickard Norström on at

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Could it be a double-click issue on the save button? I've implemented a stop-function with js at some customers that are a bit "trigger happy" where an on-save script check a bool field if it's set and exits if it is, then the function sets that bool to true. This is only run for create forms and I know it's a butt ugly solution but the customer was very impatient so it was necessary

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Laurentf2006 50 on at

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I dont' think it could be double-click issue, because I have up to 6 duplicates...

It could be a solution, but I want a full solution for this issue.

TX

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