Due to the recent migration from DSI to CDK, and the consolidation of customer accounts on Decisiv SRM, instances of duplicate customer contacts may exist. When duplicate contacts occur, users may experience redirection to the All Cases Screen with a Red Ribbon banner when attempting to access a case:
When this occurs, a couple of steps can be performed to identify and resolve the inability to access the case. Start from the All Cases Screen with the Customer column added (if the customer column is not activated, click on the gear icon to add the Customer column by adding a check mark in the box, and clicking the Save Changes button:
Then click on the link to the Customer profile screen.
From the Edit Customer screen, click on the Contacts link found in the left navigation pane:
Upon clicking the Contact link, users will be directed to a list of contacts associated with the customer profile. Here the user should review the contact list, and identify any duplicate contacts.
If a duplicate contact exists, the user can click on the contact name to be directed to the Edit Contact Info screen.
On the Edit Contact Info screen users with Service Advisor permissions and higher will have the Delete Contact button available in the top right corner of the screen:
After clicking the Delete Contact button, the user will be redirected to the Customer Contacts screen and should duplicate these steps until all duplicate contacts are removed.
When this is complete the user can return to the All Cases screen and attempt to access the case.
If the case is still not accessible immediately please contact the Decisiv Support team with the following information:
- Case Number
- Customer Name
- Customer Number
If available please provide a screen shot of the error message.