Values entered on a key user tool (KUT) custom created field get deleted when doing the Duplicate Check during creation of an object.
Reproducing the Issue
A KUT field ABC (ABC represents the field name) was created. In this example with supported extension scenario 'Account -> Lead' (this means when a lead is created with an active account, this field will get the default value from the account).
There is an existing account 456 with the name X1 and contact X2 which you are using to create the new lead.
- Go to the Sales Campaigns work center.
- Go to the Leads view.
- Create a new Lead with the Name X1 and Contact X2.
- Fill in the mandatory fields and select a value 123 for the field ABC.
- Click on Check for Duplicates.
- Click on the tab Account and Contact.
- Note: Here you will see that a duplicate exists.
- Select the duplicate account and click on Associate Account and Contact.
RESULT: The Save is denied: As soon as you click on the Associate account and Contact tab, a new window will open and the system is asking you to fill the ABC field value again.
Regarding the issue with field ABC - The field is a custom field with supported extension scenario Account -> Lead. This means when a lead is created with an active account, this field will get the default value from the account.
For example: In Lead Quick Create we select the checkbox Use Existing Account and we enter an account A, then maintain the field ABC as 123. Then we change the account to account B. The field ABC will get cleared off if there is no default value for ABC maintained in account B. This is a common behavior across all objects (Lead, Opportunity etc.). This is exactly what is happening in case of duplicate check as well. The user enters the lead details in Lead Quick Create and then selects the action for duplicate check.
From the matched account & contact list they select an account & contact and click on the action Associate Account & Contact.
This replaces the inactive account of the lead with the active account selected from the duplicate list. The custom field ABC gets defaulted to what is maintained in account X1 (for the example provided). Since X1 has no default value maintained for ABC, it gets cleared off.
If it is defined as mandatory Save is not allowed.
But as soonas the user selects for ABC again and clicks on the action Associate Account & Contact the lead gets saved with the account & contact from the duplicate list.
Regarding the warning message: We will enhance the current warning message such that it's easier for the user to understand that
there is a duplicate account and/ or contact during a future release.
KBA , SRD-CC , Cross Components , How To