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Missing addresses on Customer Contacts

  • 1.  Missing addresses on Customer Contacts

    TOP CONTRIBUTOR
    Posted Sep 10, 2019 02:55 PM
    Edited by Rudy Salcedo Sep 10, 2019 03:06 PM
    We have been experiencing a strange issue where the primary address on one or more contacts for a customer mysteriously gets deleted, without anyone deleting the address.  In fact, AX won't even let you delete the primary address for a contact when it's the only address on their contact record.  So we're not sure how it's possible that these contact primary addresses are being deleted, leaving the contact with no addresses at all.

    Because the contact has no primary address, the contact does not show up in the contacts dropdown list and cannot be selected on quotes or SOs for the customer, or in the customer's Collections screen.

    Any ideas as to what might be causing this?  Are there any cleanup/housekeeping jobs that run in AX 2012 R2 that might be inadvertently deleting or disconnecting primary addresses from the contacts?  We have not implemented any changes that would be causing this.

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    Rudy Salcedo
    Senior Programmer/Analyst
    LaForce, Inc
    Green Bay WI
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    Conference-AXUG_200x200


  • 2.  RE: Missing addresses on Customer Contacts

    GOLD CONTRIBUTOR
    Posted Sep 11, 2019 11:12 AM
    Rudy,
    All they being deleted or being expired and then deleted?
    Just a thought.

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    Sarah Gabriel
    Operations Business Analyst
    Kai USA Ltd
    Tualatin OR
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    Conference-AXUG_200x200


  • 3.  RE: Missing addresses on Customer Contacts

    TOP CONTRIBUTOR
    Posted 27 days ago
    Edited by Rudy Salcedo 27 days ago
    @Sarah Gabriel, the contacts' addresses were not being deleted or expired.  ​From the examples that our Credit dept. provided, I have found that there are 2 scenarios where this issue occurs.

    Scenario 1:  If the customer's primary Business address is changed to a new address, all contacts for the customer become disconnected from the original primary Business address, and do not become associated with the customer's new primary Business address.

    Scenario 2:  If a customer's primary address includes Business and other address purposes (such as Invoice and Statement), all contacts for the customer become disconnected from the original primary address if the Invoice & Statement purposes are removed from the primary address.  (In this scenario, a different address was created for the Invoice & Statement purposes, leaving the primary address with only the Business purpose.)

    We're not aware of any changes that would have caused this issue (which started approximately 3 months ago), but I'm going to have to look into the many TFS check-ins these past 3 months to see if one of the changes caused it.

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    Rudy Salcedo
    Senior Programmer/Analyst
    LaForce, Inc
    Green Bay WI
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    Conference-AXUG_200x200


  • 4.  RE: Missing addresses on Customer Contacts

    SILVER CONTRIBUTOR
    Posted 27 days ago
    Hi,

    My understanding from your explanation is that customer primary address data has been modified (by some process). So, please check the execution history of data entities(like DirPartyLocationPostalAddressV2Entity or any custom entity) related to customer addresses to see if any import has erased the previous data. Going forward please enable database logging on the required tables(like LogisticsPostalAddress, DirPartyLocation and so on) to see who caused the change along with the timestamp of change. Hope this information helps you.

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    Regards,
    Chaitanya Golla
    Lead Architect
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    Conference-AXUG_200x200


  • 5.  RE: Missing addresses on Customer Contacts

    TOP CONTRIBUTOR
    Posted 26 days ago
    Edited by Rudy Salcedo 26 days ago
    @Chaitanya Golla​​, thanks for the suggestions, but the address data was not imported, and we know that it was users in our Credit dept who made valid changes to the primary address of the 3 customers whose contacts were left without a primary address after the change was made to the customer's primary address.

    Can someone who is running AX 2012 R2 please change the primary Business address on a customer in a TEST or DEV environment and let me know what happens to the customer's contacts who have the same original primary address?  Do the contacts automatically "inherit" the new primary address?  Do the contacts still have the old primary address?  Or are the contacts left without a primary address?  (Just want to make sure how this process is supposed to work since we're not even sure now.)  Thanks.


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    Rudy Salcedo
    Senior Programmer/Analyst
    LaForce, Inc
    Green Bay WI
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    Conference-AXUG_200x200


  • 6.  RE: Missing addresses on Customer Contacts

    Posted 18 days ago
    I have checked this behavior in D365 which almost have same address framework as of AX2012. I dont see this behavior. I believe it is not deleting contacts from system, somehow address loosing the link of contacts. 'LogisticsPostalAddress' table contains 'location' field which link to 'LogisticsLocation' table. I will suggest you to check if there is any customization around these address framework.

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    vishal Dhawgaye
    Hitachi Solutions America, Ltd.
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    Conference-AXUG_200x200


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