Customer Engagement & Dynamics CRM Forum

Expand all | Collapse all

First Name Field Clearing When Record Opened

  • 1.  First Name Field Clearing When Record Opened

    Posted 14 days ago
      |   view attached
    We've got kind of weird issue happening that I cannot trace back to a business rule or workflow and I'm looking for some advice.

    The problem: When certain records are opened, the First Name field is automatically cleared. The data is completely wiped out and the Lead is left with a blank first name field.

    It started happening about two weeks ago, not long after I turned on 2020 release wave 2 (although I cannot attribute it to that).

    The audit logs give no clues, but it does show that the user who is viewing the record appears to have cleared both the Yomi Full Name (not a visible field) and First Name Fields. I've attached a screenshot of part of the audit log on one Lead record. When Colette opened the record on 8/18 at 10:52 am, Mark's name was deleted from the First Name Field. Colette put Mark's name back in the First Name field at 10:54 am, after noticing it had been wiped out. I have numerous other examples of this.

    Initially I blamed the users for having fast fingers. However, I have verified users are not doing this by hitting backspace or accidentally clearing the field. I've personally experienced it by simply viewing a Lead record and watching the name in the First Name field disappear. Users are NOT deleting the First Name. It's happening automatically when the record is opened.

    The system logs show no processes firing at the time the changes are made. I've also checked every business rule on Leads to ensure nothing was accent ally added that clears the First Name field, and I've found nothing.

    It doesn't happen on every record, and it doesn't appear to happen on the same record twice. It is also not just happening on Leads, it is also happening on Contacts, but I'm focusing on one entity first.

    Has anyone else experienced something like this? Is there anywhere else I should be looking for clues as to why this is happening? Any suggestion is appreciated, users are getting frustrated!


    ------------------------------
    Autumn Hearne
    KCoe Isom
    ------------------------------
    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 2.  RE: First Name Field Clearing When Record Opened

    TOP CONTRIBUTOR
    Posted 14 days ago
    That's so crazy!  Aside from opening a Ticket with Microsoft, 2 other things you could check are:
    the form properties - check to make sure there isn't some JavaScript running on that form...maybe something old that accidentally got reactivated.
    The field dependencies - check all the dependencies for one of the fields that is getting cleared in case you are missing some business rule or something that you haven't already thought to check.

    ------------------------------
    Jill Vazquez
    Technical Specialist - CRM
    Bioventus, LLC
    Durham NC
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 3.  RE: First Name Field Clearing When Record Opened

    Posted 14 days ago
    Thanks Jill, I will check the form properties and double-check dependencies and business rules. I know we do have some JavaScript on forms that was put in place some time ago, maybe that's what's causing it (although nothing affecting First Name that I can recall).

    ------------------------------
    Autumn Hearne
    KCoe Isom
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 4.  RE: First Name Field Clearing When Record Opened

    GOLD CONTRIBUTOR
    Posted 12 days ago
    Thanks for posting this as I've also seen this issue arise in my environment!

    I've noticed this very intermittently.  It stands out because the name field is being cleared out when it is locked on the form but I haven't been able to reliably recreate the issue.  I'll start a support ticket to investigate on my side as well - but I think it will take a bunch of us noticing the issue and reporting it before we can figure out what is causing this.


    ------------------------------
    Travis Judd
    Business Apps Specialist
    Trek Bicycle Corporation
    WATERLOO WI
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 5.  RE: First Name Field Clearing When Record Opened

    Posted 11 days ago
    Travis, I am a little relieved knowing that you're experiencing this issue as well. It's driving us crazy, but knowing that we may not be alone makes me feel a little better! You don't happen to have 2020 release wave 2 installed, do you? 

    ------------------------------
    Autumn Hearne
    KCoe Isom
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 6.  RE: First Name Field Clearing When Record Opened

    GOLD CONTRIBUTOR
    Posted 10 days ago
    Hi Autumn,

    We are still on release wave 1.

    ------------------------------
    Travis Judd
    Business Apps Specialist
    Trek Bicycle Corporation
    WATERLOO WI
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


  • 7.  RE: First Name Field Clearing When Record Opened

    TOP CONTRIBUTOR
    Posted 9 days ago
    I just saw were @Cody Garner-Howe posted an issue I think could be related - he says:   "I've recently noticed that when opening a contact record in the unified interface, it opens with the 'First Name' field selected and ready for editing. I was wondering if this is a setting that can be updated, as I don't want team members to open a contact record and accidentally delete or edit the first name. I would like the record to open without any fields selected."

    Have you tried various browsers to replicate the issue?  wondering if somehow the combination of browser and the way it focuses on the field has some impact on the behavior you see.

    ------------------------------
    Jill Vazquez
    Technical Specialist - CRM
    Bioventus, LLC
    Durham NC
    ------------------------------

    The first step toward cloud success. - Migrate from CRM to D365 with expert guidance from Microsoft. I'm Ready


If you've found this thread useful, dive deeper into User Group community content by role