[Vtigercrm-developers] Merging duplicate contacts - orphans comments

[Prasad]

Steve,

Can you file the issue details on code.vtiger.com/vtiger/vtigercrm
It helps in tracking through MR

On Thu, Jun 29, 2023 at 3:15 AM Steve Kenow <skenow at rdspos.com> wrote:

> 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*
>>
>> _______________________________________________
> http://www.vtiger.com/
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