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Michele Gaw

Duplicate email detection bug in Sage CRM 2021 R1??

Posted By

Help please!  I am trying to determine if what I am seeing in Sage CRM 2021 R1 is a bug or if this is how the system currently works through to 2022.

Here is my issues....Leads are generated when companies express interest in a particular software being sold.

In the scenerio that I am having an issue with, a company expressed potential interest in Software A.  During the lead process it was determined that Software A would not be a fit.  Therefore, the lead was closed.  The company came back a few months later or was approached with Software B.  Therefore, sales attempted to enter a second lead targeted towards Software B instead of Software A.  However, the user was not able to enter the second lead because the person email address had already been used when pursuing Software A.

As a workaround, Sales opted to delete the first lead for Software A so they could enter a lead for Software B.  However, the users was not able to enter the lead because the system returned a message that the email had already been used in the system.

Is this a bug?  If the lead record has been deleted through the interface, shouldn't the email address be able to be used on another lead if the first lead was deleted?

When I was told what they had done, I was sure that the email was connected to a contact and that is why they could not use it again..  However, I searched the database and was not able to find it.  I searched the Email table in SQL and the email was NOT there.

I thought maybe the stored procedure that generates the email and phone table needed to be reran (although that did not make alot of sense because this is a lead record.)  Regenerating that table did not resolve the issue either.

To sum this up, I have two questions.  Stuck out tongue winking eye

1.  Is this a bug that has been resolved or is to be resolved?

2.  Where is the system looking when trying to determine if an email is a duplicate.

Any assistance would be greatly appreciated!!

  • 0

    Hi Michele

    Duplicate Email Detection was added in Sage CRM 2020 R1 and then tweaked in Sage CRM 2020 R2.

    You don't actually say whether the feature is switch on.  See:  Administration > System > System Behaviour: Detect Duplicate Emails 

    Have you tested this in a vanilla install?

  • 0 in reply to Sage CRM

    Jeff:  Yes, I did check that it was switched on which makes sense based on the message that is returned when the user tries to save the lead.  :-)  They get a message that the email already exists in the system and use a different email.

    I have not tried this out in a vanilla system.  I will try that out later today.

    I will circle back on that.  Thank you!!

    PS.  As a workaround on this, we removed the lead email address from the first lead.  Once that was done, the sales rep was able to enter the second lead using the leads email address.  However, it seems that since they deleted the first lead, they should have been able to enter that second lead.  However, they could not until the email address on the first had been deleted.  Will see if I can produce the same results in a vanilla install.

    Thank you!!

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