Hi

We had version 7012, upgraded to 7016.

After this deployment, when we create a new request, some contact in the list can't be find anymore.

If we try to create this missing contact, we have this error message: “Another contact with the same email ID already exists.”

This problem exists for support technician user.

We try to delete support technician user and recreate but we have always this problem: the contact doesn’t exist in the list.

Support ask us to execute this query to find the status of the user :

Go to Reports-->Query Reports

select * from aaausercontactinfo auci join aaacontactinfo aci on auci.contactinfo_id=aci.contactinfo_id where aci.emailid='emailaddress'

Replace the 'emailaddress' word with your email address like 'abc@abc.com'.This will give you the user_id

Now go to Contacts , edit any contact and put this user id in the address bar.Here you could edit or delete the hidden contacts email address.Just remove that email address or you can delete that contact.Then create a new contact or Support Rep with same name.
 

But this solution doesn’t resolve my problem.

For example:

I have one support technician user and only one contact (screenshot1.jpg)

I don’t see this contact when I create a new request. How can I see this contact in contact list ? (screenshot2.jpg)

Thanks for your help

Regards.

Alex