Online Express (OLX) Duplicate Phone/Email Error

Kim Berry

Am I the only one regularly getting a duplicate phone or email error when processing gifts via Online Express? It appears that OLX is writing a new phone or email instead of updating the current entry. I think this happens when I edit the data before processing the transaction, but it may be happening even if I don't edit the entry. For example, donor inputs phone number with no punctuation 1234567890 and I edit/correct to (123) 456-7890 or employee enters personal email and I edit back to work email.


I get the error when I try to process the transaction(s) and I have to manually open the record and delete the duplicate entry before I can process transaction. Anyone else getting these errors and is there anything that can be done to eliminate this?

Megan Shackle

Kim Berry‍ are you certain that OLX isn't just finding inactive phones/emails?

Maura Coppola

Kim, you are not the only one!

i get this, too.

It seem that the duplicate is going into an already filled fuels ie:

Home Telephone

or 2 Email.

can anyone else weigh in on this?

Elizabeth Perron

Hi Kim Berry‍ and Maura Coppola‍


I checked Knowledge base and found a couple of articles similar to this error message, but not this exact one.  If you have figured out an answer, would you please share what you learned with the Community?

If you haven't found an answer and have the time to open a case, please scroll to the bottom of this page and click Blackbaud Customer Support. 


Please let me know if this is helpful or if you need something else!


In harmony,

Elizabeth

Blackbaud Community Management Team


 

Maura Coppola

I called into BB online chat.I needed to call in due to the fact that I got so many error messages after trying to fix telephone #'s that the software froze.

I had to reinstall - they walked me through the process. 

No specific answer as to why this happened, however.

Sorry, nothing definitive...

Austen Brown

Hi Maura Coppola‍ & Kim Berry‍ - You probably need to adjust your settings in Config for Phone/email options.  The "Duplicate Phone Number/Type" error comes because there is likely already the same phone type that you are trying to enter into the constituent record when downloading.  To make this error stop appearing, you can go to Config > Business Rules > Constituent Options > Phone/email options.  There are options to prevent saving a record when there is a duplicate phone type on it. I have currently have it set to "Display warning", you should be able to just ignore the warning and continue with the save.  You could also set it as "Save record anyway" and the warning should not appear at all.  

Maura Coppola

Great, thanks!!!!

Elizabeth Perron

Hi Maura Coppola‍,  sounds like you had a bigger issue and I am glad you contacted Support.

Austen Brown‍ thank you for the answer!  

Kim Berry

Thanks, Elizabeth Perron and Austen Brown for your feedback. Yes, the issue is a result of having a phone or email in there already, but I knew that. What was happening was that donor/registrant would enter phone as 1234567890 and I would edit/update to our standard of (123) 456-7890 before processing the record into batch. It appears that OLX is writing a new phone or email instead of updating the current entry. In the past when I did that (prior to switching over to OLX), I did not get this error - it appeared to write over/update the current entry.


I did go into Config > Business Rules > Constituent Options > Phone/email options and I had Display Warning set for both. I changed to Save record anyway but I don't think the issue is resolved. Here's why - that has been my setting since implementation five years ago and it's only recently since switching over to Online Express (used to process through NetCommunity) that I've been getting these errors.


I'm afraid that what will happen now is that I'll have multiple instances of the same phone number or email address on a record. Should I open a case?

Elizabeth Perron

Hi Kim Berry‍ 


Sounds like you have tried all the troubleshooting you know, so yes, I would open a case.  There is not a knowledgebase solution for this specific error message so that can mean it is a new error that Support needs to be aware of and subsequently document into a knowledgebase article if enough people call in with the same issue.


All the best,

Elizabeth

Maura Coppola

Thanks, Kim, for complete explanation again.

my settings were as you mentioned in Config and have issues.