Applies to Product – Dynamics 365 for Finance and Operations (on-premises)
What’s happening?
Customers are experiencing an error when attempting to create a customer from the Common Data Service (CDS) to Customer Relationship Management (CRM) using dual write functionality, specifically a key reference error.
Reason:
This arises due to the presence of a custom key created in the solution, which has established a unique index. This unique index prevents the deletion of the key, thereby restricting the creation of customer data. If an attempt is made to force the creation, the system identifies a duplicate value, leading to the error.
Resolution:
- Confirm if the functionality was working previously and identify when this began.
- Gather detailed steps to reproduce the issue, including whether it occurs in a PowerApps canvas app or model-driven app.
- Check for any significant changes made prior to the issue occurring, such as solution upgrades or service updates.
- Determine how many users are affected and whether the issue is present in one or multiple environments.
- Request screenshots of the error message encountered during the customer creation process.
- If the issue is confirmed to be out of scope for the current support team, transfer the case to the appropriate team specializing in Finance and Operations for further assistance.