Duplicate Issue not response from Support

[p1xie]

I've am running the latest Pro Version and have contacted support but they don't call they don't e-mail. I'm pretty frustrated with the whole situation. They said to arrange for a call I did and they never called! They asked for the diagnostic and I sent it to them nothing! Three weeks now!!!

So I'm hoping to get some answers here. I imported about 3000 records and when users try to add a account or contact it searches for duplicates as it should but it lists all accounts/contacts. It doesn't even list name that start with the same letter just a big huge list.

If the user clicks save instead of cancel it saves a blank record. To work around this they have to edit the blank record. Is this a bug, does it have something to do with imported records?

I ended up just shutting the duplicate function off.

I pay for support and get nothing

[p1xie]

I guess no one knows.

[sugarcane]

What version of Sugar are you using?

[loriarce]

I will have a support engineer reach out to you today.

Lori

[p1xie]

I am using 5.20e.

[kuske]

If you set logging level to debug (admin - system settings) you will get a detailed logfile in sugarcrm.log
You can deleted this file at any time.
If enter a new account and say save you should find a line in the logfile which looks like:

Query:select id, name, website, billing_address_city from accounts where deleted!=1 and name like 'newaccountname%'

How does this line look in your system?

Perhaps like this:
Query:select id, name, website, billing_address_city from accounts where deleted!=1 and name like '%'
This would happen if you replaced the original name file by an own name field.

If not, send the logfile to the support or anyone else who knows sugar...

[p1xie]

Thank you Harald. Nothing has been modified on my end except I turned it off in the form so users can add accounts and contacts without the long list.

I did send that log to sugar support. This was three weeks ago now and I still have not received a resolution or someone just saying we don't know. I sent screen shot every detail I could.

[p1xie]

Here is from the sugarcrm log:

INSERT into accounts_contacts (contact_id,account_id,deleted,date_modified,id) VALUES ('60b9fd47-c0e0-594c-f031-4a0248e16c3b','56266786-259b-ee52-1782-49f7da602b79','0','2009-05-07 02:34:48','63553a7f-a5ab-57f2-7f27-4a02481e2f15')
05/06/09 19:35:45 [3100][94c74000-0995-3c50-46b9-49de42e48a47][FATAL] Slow Query (time:20.248636007309
SELECT count(*) c FROM contacts LEFT JOIN accounts_contacts jtl0 ON contacts.id=jtl0.contact_id AND jtl0.deleted=0
LEFT JOIN accounts accounts ON accounts.id=jtl0.account_id AND accounts.deleted=0
AND accounts.deleted=0 LEFT JOIN teams jt1 ON
jt1.id= contacts.team_id AND jt1.deleted=0
AND jt1.deleted=0 LEFT JOIN users jt2 ON
jt2.id= contacts.assigned_user_id AND jt2.deleted=0
AND jt2.deleted=0, users_last_import where ( contacts.id IN (
SELECT users_last_import.bean_id
FROM users_last_import
WHERE users_last_import.assigned_user_id = '94c74000-0995-3c50-46b9-49de42e48a47'
AND users_last_import.bean_type = 'Contact'
AND users_last_import.deleted = 0 )) AND contacts.deleted=0 AND users_last_import.assigned_user_id = '94c74000-0995-3c50-46b9-49de42e48a47'
AND users_last_import.bean_type = 'Contact'
AND users_last_import.bean_id = contacts.id
AND users_last_import.deleted = 0
AND contacts.deleted = 0

Not sure if that is what you are talking about. Here is from the accountformbase:
$baseQuery = 'select id, name, website, billing_address_city from accounts where deleted!=1 and ';
if(!empty($_POST[$prefix.'name'])){
$query = $baseQuery ." name like '".$_POST[$prefix.'name']."'%'";
}
I put the ' in front of the % to shut it off so it would not find duplicates. I've tried to set it to both 0 and 1 and it does the same thing.

[kuske]

ok the accountformbase is ok.

And how does the sql statement look in th logfile?

Would be helpful to see your /custom/modules/Accounts/metadata/editviewdefs.php

[p1xie]

I pasted the closet thing from the sugar log. It is set for errors should I set it to something else to capture the issue?

Here is the the editviewdefs.php:

$viewdefs['Accounts']['EditView'] = array(
'templateMeta' => array(
'form' => array('buttons'=>array('SAVE', 'CANCEL')),
'maxColumns' => '2',
'widths' => array(
array('label' => '10', 'field' => '30'),
array('label' => '10', 'field' => '30'),
),
'includes'=> array(
array('file'=>'modules/Accounts/Account.js'),
),
),

'panels' => array(
'lbl_account_information'=>array(
array(
array(
'name'=>'name',
'label'=>'LBL_NAME',
'displayParams'=>array('required'=>true)
),
array(
'name'=>'phone_office',
'label'=>'LBL_PHONE_OFFICE'
)

),
array(
array(
'name'=>'website',
'type'=>'link',
'label'=>'LBL_WEBSITE'
),
array(
'name'=>'phone_fax',
'label'=>'LBL_PHONE_FAX'
)
),
array(
array(
'name'=>'ticker_symbol',
'label'=>'LBL_TICKER_SYMBOL'
),
array(
'name'=>'phone_alternate',
'label'=>'LBL_OTHER_PHONE'
)
),
array(
array('name'=>'parent_name','label' => 'LBL_MEMBER_OF'),
array('name'=>'employees','label' => 'LBL_EMPLOYEES' )
),
array(
array('name'=>'ownership','label' => 'LBL_OWNERSHIP'),
array('name'=>'rating','label' => 'LBL_RATING' )
),
array(
array('name'=>'industry','label' => 'LBL_INDUSTRY'),
array('name'=>'sic_code','label' => 'LBL_SIC_CODE' )
),
array(
array('name'=>'account_type'),
array('name'=>'annual_revenue','label' => 'LBL_ANNUAL_REVENUE' )
),

array(array('name'=>'team_name', 'label'=>'LBL_LIST_TEAM','displayParams'=>array('d isplay'=>true)), ''),

array(
array('name'=>'assigned_user_name','label' =>'LBL_ASSIGNED_TO')
)
),
'lbl_address_information'=>array(
array (
array (
'name' => 'billing_address_street',
'hideLabel'=> true,
'type' => 'address',
'displayParams'=>array('key'=>'billing', 'rows'=>2, 'cols'=>30, 'maxlength'=>150),
),
array (
'name' => 'shipping_address_street',
'hideLabel' => true,
'type' => 'address',
'displayParams'=>array('key'=>'shipping', 'copy'=>'billing', 'rows'=>2, 'cols'=>30, 'maxlength'=>150),
),
),
),

'lbl_email_addresses'=>array(
array('email1')
),

'lbl_description_information' =>array(
array(array('name'=>'description', 'displayParams'=>array('cols'=>80, 'rows'=>6),'label' => 'LBL_DESCRIPTION')),
),

)
);
?>

Thank you so much for responding. I have been cleaning data for so long because users put so many duplicates and I really don't want to keep the function off for long. We go live from Sage CRM (YUK) to Sugar tomorrow. The CEO won't wait any longer for this issue to be resolved.