Merging contacts according id origin configuration

[former_member655559]

Hello
We are on On-Premise 1909.
Our system has the following settings for Contact Origin Data: First-priority - Z_LK_PROFILE, then Mobile and Z_LOY_POSTCARD. All that id's is marked as for identification.
Previously, merging contacts worked correctly:
• In case adding to contact InteractionContactAdditionalOrigin (Z_LOY_POSTCARD), interactions with same Contact Id Origin (Z_LOY_POSTCARD) were merged with this contact.

Yesterday we loaded to the system:
1) Contact with Contact Origin: Mobile and InteractionContactAdditionalOrigin: Z_LOY_POSTCARD, and InteractionContactAdditionalExternalID: 123456789 (for example)
2) Interaction with Contact Id Origin: Z_LOY_POSTCARD and Contact Id: 123456789. This Interaction was created anonymous with Contact Id Origin: Z_LOY_POSTCARD and Contact Id: 123456789
We expected that anonymous and contact were merged by Contact Id: 123456789. In reality contacts were merged only particually (about 70%).
Is there any program to merge all this contacts according id origin configuration?
Thank you!

[mikhail_naumov2]

Looks like a bug, did you try job "Match and Merge Contacts with EIM"?

[SCHNEIDERT]

Hi Alena,

quite difficult to analyze, but as far as I can see/read your configuration sounds correct.

Did you already check the application log? The Match&Merge Job runs every 15 mins. Maybe that gives you any hint. In addition I would run the Application Job "Contacts: Match and Merge Contacts with EIM" and have a look at the result.

Is there any other ID (Origin) that is maybe configured as "one per contact" and that prevents the contacts from merging?

BR Tobias

[former_member655559]

Hi Tobias.
Thank you for your answer.
Unfortunately, the Job "Contacts: Match and Merge Contacts with EIM" doesn't merge this contacts. The Match&Merge Job merges some of the contacts and we are sure that this job runs. Is The Match&Merge Job running only with report PROG_HP_SA_CONTROL? Is there a report to run this job independently?

[SCHNEIDERT]

Hi alena_stukolova,

that's strange. Oh sorry, can't give you a reliable answer to this question... 😞 At the moment I have no possibility to check that on an on-prem system...