Paribus Discovery – Infor CRM Trigger Issues

Introduction

Infor CRM v8.1 introduced numerous SQL triggers to facilitate various integrations.

An issue has been found with the CONTACT_INTEGRATION_INSERT trigger, which is utilised by all of the Infor CRM integrations and can cause a Paribus contact merge to fail. The issue specifically relates to the ERP integration and affects the ERPPHONENUMBER and ERPEMAILADDRESS tables.

To better explain the issue, some information on the Paribus merge process.

The Paribus merge engine does a lot of ‘clever’ data manipulation of Infor CRM data to ensure and safeguard a full synchronization (Slx sync) of the Accounts/Contacts that we merge and consolidate. To this end we don’t just move Accounts and Contacts (as this would inherently break the sync), we perform what we call a “Deep Copy” – That is we delete the Account/Contact and then re-insert it (with the same AccountID/ContactID but updated relationship and with the correct target SyncID.

The issue

Due to the nature of the above merge process, the merged record is re-inserted and causes the CONTACT_INTEGRATION_INSERT trigger to fire. The trigger attempts to insert the record into the ERPPHONENUMBER and ERPEMAILADDRESS tables but, as the records already exists, it fails due to unique indexes on the ERPPHONENUMBERID and ERPEMAILADDRESSID fields.

This is ONLY the case if the Infor CRM system started life on 7.5.4 or earlier.

In Infor CRM systems which started life on v8 or above, the indexes have been changed to be non-unique. Therefore, in these systems the merge will work without issue. However, you will have duplicate records in the ERPPHONENUMBER and ERPEMAILADDRESS tables.

These tables should not contain duplicate records and the Infor CRM documentation states, “while these tables do not have a field defined as a primary key, the ERPPHONENUMBERID and ERPEMAILADDRESSID fields should be unique and considered primary keys”.

Resolution

For this particular issue only, if you are NOT using ANY of the Infor CRM integrations then you can safely disable the CONTACT_INTEGRATION_INSERT trigger and this will prevent both scenarios above.

If you are using ANY of the integrations and you encounter an issue with a Paribus contact merge, Please contact your Infor CRM business partner for further advice.

It is widely recommended if you are NOT using any of the Infor CRM integrations then the SQL triggers should all be disabled.

This article will be updated pending further information from Infor.