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Question

Unable to match Contact field in Case import

  • February 4, 2025
  • 3 replies
  • 41 views
S
Freshman I

Hi everyone,

I’m currently trying to import some old, closed cases from our previous CRM for historical data, but I’m running into an issue with matching contacts in the import. I’m testing with a few records where I’ve verified the contact exists in the business account and is active, and I can manually create a case using the same data from my import scenario and in the same order as it’s listed in the scenario and it will properly match and save the contact in that case.

Here’s a screen shot of the import scenario:

Maybe there’s something obvious I’m doing wrong with this import scenario? I have tried moving fields order around a bit without any change. 

If there’s any other info that would help, please let me know.

Thank you!

    3 replies

    nhatnghetinh
    Captain II
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    • nhatnghetinh
    • Captain II
    • 545 replies
    • February 5, 2025

    Hi ​@spforster 

    1/. Please check and make sure that the Contact in the Excel Template file exists and is active in Acumatica.

    2/. Please check that the Reason in the Excel Template file is already in the Reason field in the Cases screen.

     


    3/. Please refer to the Cases Import file I attached. I tested it and it imported successfully.

     

    Best Regards,

    NNT

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    Chris Hackett
    S
    2 people like this
    • Chris Hackett
      Chris Hackett
    • S
      spforster
    S
    Freshman I
    • spforster
    • Author
    • Freshman I
    • 3 replies
    • February 5, 2025

    Thank you for your reply! I did verify the contact exists both in the csv file and in the business account specified and is marked active.

    I had NOT previously included the Reason field in my import scenario, so I added that, with =’Unassigned’ as the value. However, that did not seem to solve the problem.

    Something I’ve now noticed, is that if I create a case manually, using the same data from the csv file, if I enter the contact manually and press enter, it will match the contact, but if I simply click out of the selector (do not press enter) after inputting the name, then I receive an error “The  contact is not associated with the  business account.” I wonder if this has something to do with the issue?

    Thanks again!

    S
    Freshman I
    • spforster
    • Author
    • Freshman I
    • 3 replies
    • February 10, 2025

    I’m still running into a wall with this issue, in case anyone has any other ideas? I’ve unpublished any customizations related to Cases and still am having the same result.

    I’ve also tried paring down my import scenario to only required information plus the case contact and I still am unable to match the Contact during an import. As I mentioned before, I can enter the contact successfully when manually creating a case with all of the same exact info. 

    Any other ideas are welcome- thank you!

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