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Deleted Contact Overwriting Current Contact Record
Closed, ResolvedPublicBUG REPORT

Description

This issue was originally identified after sending an email via Acoustic:

CID 4846156 received an email via Acoustic. It appeared in the email greeting as if the last name field was overwriting the first name field. We discovered that there was a third CID (51128128) for this individual. On this third Civi record, the contact's first name and last name were incorrectly swapped. The third CID (51128128) was connected to an email address in Acoustic and was overwriting the first name/last name fields on record for the first CID (4846156).

The email team deleted this individual's record from Acoustic to trigger a reimport from Civi. However, we found that when the contact was reimported to Acoustic, the third CID (51128128) was still overwriting the first CID (4846156) in error. When searching for the third CID (51128128) in Civi, no record can be found. We are uncertain if this record was deleted or deduped at some point in the past.

CIDs for this individual:
4846156 - primary
7425727 - second (do not dedupe)
51128128 - overwriting primary in Acoustic, but no record in Civi (when searching by name or CID, this record cannot be located)

Quick summary: CID 3 is overwriting first name/last name fields on CID 1 when sending email via Acoustic. However, no record for CID 3 can be found in Civi.

Is it possible to locate the third hidden contact record (51128128) and completely delete it to prevent it from overwriting the primary CID (4846156)?

Event Timeline

greg triaged this task as Medium priority.Nov 16 2022, 12:15 AM

On digging into this I found that my Acoustic account is disabled :-(

However, on reviewing is within CiviCRM https://civicrm.wikimedia.org/civicrm/a/#/omnimail/remote-contact?cid=4846156 it shows me the correct first name & last name data

It also turns out this ticket was logged on Jun 28 2022 - so a few months back so I guess it self-sorted

The contact has a last-modified date in acoustic of 2022-11-02 19:52:00 and in Civi of 2022-06-08 19:56:33 - I'm wondering if the full Acoustic date we did somewhat recently was on 2-Nov ?

My best guess is that the confusion is because deleting the contact did not queue her to be updated because we go off the last modified date of the non-deleted contact, and updating that WOULD have triggered an update

There is one thing that is slightly odd - we obviously 'preferred' the contact with no contributions when calculating the 'most recent' - that sounds like a minor bug - but one that would only ever affect not-real-contacts like the one in question.

Last note 7425727 is the same person IRL but not from a civi pov due to the different email

@Eileenmcnaughton - I just re-enabled your account in Acoustic. Not sure why it keeps disabling - maybe password expiring? Anyway, let me know if you have any issues logging in!

@Jsimmonds Based on Eileen's last comment ( https://phabricator.wikimedia.org/T311438#8398618 ) is this still an issue? Sorry about the delay in responding here!

@greg Issue solved!

@Eileenmcnaughton Thanks for the thorough investigation. Odd bug, but glad it's not affecting any real contacts. TY!

XenoRyet set Final Story Points to 2.