Re: Getting error of duplicate contact info while trying to submit service request.

[Abhishek Anand]

The below link contains the required solution with the help of the KA :-

https://bmcsites.force.com/casemgmt/sc_KnowledgeArticle?sfdcid=kA21400PHgUCAW=Solution


Regards,
Abhishek Anand

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Re: Getting error of duplicate contact info while trying to submit service request.

[Abhishek Anand]

Hi,

I am on ITSM 8.1.02 so is it applicable here also??

Also just to reiterate the scenario, details are below:-

Whenever end user is trying to submit the service request via request entry 
console.
The fulfillment ID is not getting generated & error encountered in SRM:Request 
form for the multiple entries.

Also we are having business requirement so that there can be user profiles with 
duplicate Fname, Lname as well as Email IDs.

Please suggest on it .

Early response will be highly appreciated.

Regards,
Abhi.

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Re: Getting error of duplicate contact info while trying to submit service request.

[Abhishek Anand]

Hi Carl,

Thanks for your kind response.

Please could you provide detail as where to check for the additional fields so 
as to overcome the issue.
As i am unable to trace it out in filters.

Early response will be highly appreciated.

Regards,
Abhi.

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Re: Getting error of duplicate contact info while trying to submit service request.

[Abhi$hek]

Can you please provide detail as in our scenario , it can be the case that
fname ,lname ,email id can be duplicated as per business requirements.

So we need the solution to avoid the error and end user can easily raise
request via service request.

On 03-Oct-2017 7:26 PM, "Carl Wilson"  wrote:

> Hi,
> The behaviour is dependent on the version of SRM/ITSM you have installed.
> Some person lookups include additional fields such as Corporate ID, etc,
> so you need to look at the underlying code on the Interface_Create form
> performing the lookup to see what additional values you can supply to make
> the search unique.
> By default the Interface_Create form only need First Name and Last Name,
> however if you supply additional information (see point above) it will be
> used in the lookup to uniquely identify and individual.
>
> You can also add a "middle" name to the First or Last Names in the profile
> to make unique, but other than adding in the additional values to the
> search you would need to modify the underlying person lookup code to get
> round your issue.
>
> --
>
> Kind Regards,
>
> Carl Wilson
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
> Sent: 03 October 2017 16:07
> To: arslist@ARSLIST.ORG
> Subject: Getting error of duplicate contact info while trying to submit
> service request.
>
> Hi Experts,
>
> We are trying to submit service request from the request entry console
> with users profile having same Fname, Lname as well as email id.
> The Incident is not getting generated with the error:-
>
> 48255: "", "2 records have been found for the Incident contact information
> you have provided.  Please talk to your data administrator to make this
> data unique.";
>
> We are having multiple profiles with same fname,lname as well as same
> email id but its as per business requirement.
> So please assist how to overcome it so that such users can also submit the
> request successfully with fulfillment ids getting generated.
>
> Regards,
> AA
>
> 
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Re: Getting error of duplicate contact info while trying to submit service request.

[Abhi$hek]

Can you please provide the link for the hot fix also is it applicable for
ITSM 8.1 as well??

On 03-Oct-2017 7:57 PM, "André Lalonde"  wrote:

> Hi Abhishek,
> I just dealt with this issue for one of our clients in a 9.1.01
> environment. There's a hotfix available for defect SW00454566 that should
> resolve the problem: contact BMC to have it made available.
>
>
> ANDRÉ LALONDE | Team Lead, Support Services / Chef d’équipe, soutien
> technique
> RjR INNOVATIONS INC. | Connect your Business … All of IT / Branchez votre
> entreprise ... en enTIer
> www.RjRInnovations.com
> Office/Bureau: (613) 233-1915 x 555 | Fax/Télécopieur: (514) 372-1919 |
> Email/Courriel: alalo...@rjrinnovations.com
>
>
>
>
>
> -Original Message-
> From: Action Request System discussion list(ARSList) [mailto:
> arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
> Sent: October-03-17 11:07 AM
> To: arslist@ARSLIST.ORG
> Subject: Getting error of duplicate contact info while trying to submit
> service request.
>
> Hi Experts,
>
> We are trying to submit service request from the request entry console
> with users profile having same Fname, Lname as well as email id.
> The Incident is not getting generated with the error:-
>
> 48255: "", "2 records have been found for the Incident contact information
> you have provided.  Please talk to your data administrator to make this
> data unique.";
>
> We are having multiple profiles with same fname,lname as well as same
> email id but its as per business requirement.
> So please assist how to overcome it so that such users can also submit the
> request successfully with fulfillment ids getting generated.
>
> Regards,
> AA
>
> 
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> Answers Are, and have been for 20 years"
>
> 
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Re: Getting error of duplicate contact info while trying to submit service request.

[André Lalonde]

Hi Abhishek,
I just dealt with this issue for one of our clients in a 9.1.01 
environment. There's a hotfix available for defect SW00454566 that should 
resolve the problem: contact BMC to have it made available.


ANDRÉ LALONDE | Team Lead, Support Services / Chef d’équipe, soutien technique
RjR INNOVATIONS INC. | Connect your Business … All of IT / Branchez votre 
entreprise ... en enTIer
www.RjRInnovations.com
Office/Bureau: (613) 233-1915 x 555 | Fax/Télécopieur: (514) 372-1919 | 
Email/Courriel: alalo...@rjrinnovations.com





-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
Sent: October-03-17 11:07 AM
To: arslist@ARSLIST.ORG
Subject: Getting error of duplicate contact info while trying to submit service 
request.

Hi Experts,

We are trying to submit service request from the request entry console with 
users profile having same Fname, Lname as well as email id.
The Incident is not getting generated with the error:-

48255: "", "2 records have been found for the Incident contact information you 
have provided.  Please talk to your data administrator to make this data 
unique."; 

We are having multiple profiles with same fname,lname as well as same email id 
but its as per business requirement.
So please assist how to overcome it so that such users can also submit the 
request successfully with fulfillment ids getting generated.

Regards,
AA

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Re: Getting error of duplicate contact info while trying to submit service request.

[Carl Wilson]

Hi,
The behaviour is dependent on the version of SRM/ITSM you have installed.
Some person lookups include additional fields such as Corporate ID, etc, so you 
need to look at the underlying code on the Interface_Create form performing the 
lookup to see what additional values you can supply to make the search unique.
By default the Interface_Create form only need First Name and Last Name, 
however if you supply additional information (see point above) it will be used 
in the lookup to uniquely identify and individual.

You can also add a "middle" name to the First or Last Names in the profile to 
make unique, but other than adding in the additional values to the search you 
would need to modify the underlying person lookup code to get round your issue.

--

Kind Regards,
 
Carl Wilson
 

-Original Message-
From: Action Request System discussion list(ARSList) 
[mailto:arslist@ARSLIST.ORG] On Behalf Of Abhishek Anand
Sent: 03 October 2017 16:07
To: arslist@ARSLIST.ORG
Subject: Getting error of duplicate contact info while trying to submit service 
request.

Hi Experts,

We are trying to submit service request from the request entry console with 
users profile having same Fname, Lname as well as email id.
The Incident is not getting generated with the error:-

48255: "", "2 records have been found for the Incident contact information you 
have provided.  Please talk to your data administrator to make this data 
unique."; 

We are having multiple profiles with same fname,lname as well as same email id 
but its as per business requirement.
So please assist how to overcome it so that such users can also submit the 
request successfully with fulfillment ids getting generated.

Regards,
AA

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