[Vtigercrm-developers] Merging duplicate contacts - orphans comments

[Steve Kenow]

FWIW - merging contacts in v7.5.0 does appear to handle comments correctly.
I tested by reactivating merged contacts with orphaned comments and merging
them. After the merge, they didn't show up on my list of comments linked to
contacts marked as deleted.

I have a way to correct in v6.5.0 through some SQL queries and I'm holding
off on merging any others until migrated to v7.5.0

*Steve Kenow*
Retail Data Systems of Minnesota
End-User Services & Support Manager
Direct: (952) 392-2686
Office: (952) 934-4002
skenow at rdspos.com



Support Questions/Issues? Email rdshelp at rdspos.com (non-emergencies) or
call (952) 934-4002 24/7


On Mon, Jun 5, 2023 at 11:01 AM Steve Kenow <skenow at rdspos.com> wrote:

> This is occurring in v6.5.0. Haven't tested in later versions.
>
> In the Contacts module, select Find Duplicates from the Actions list,
> choose your fields and then Find Duplicates. Review the list, select
> contacts to merge and Merge.
>
> We are set up to allow customers (contacts) to email our inbox and open
> and update tickets. When they reply to a ticket, it adds their reply as a
> comment. Works great.
>
> The problem arises when they use another email address, or we've added
> them without an email address and they send an email, creating a new
> contact. To keep things neat and clean, I'll merge the duplicates. The
> tickets they're connected to do move to the records they're linked to. I
> had an agent recently tell me all the comments disappeared from one of his
> tickets. Looking into it, some of the comments were from the customer - one
> I had just merged with another record. Updating the customer field to match
> the remaining ID of the customer restored all the comments. They had been
> showing as deleted in the ticket view.
>
> Anything I can do? Has this been addressed in later versions?
>
> *Steve Kenow*
>
>
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