I was working on an issue with Duplicate Detection reported by a customer. They had duplicate detection enabled on Contact with rules detecting records with the same firstname and lastname.
The steps they were following were:
- Create a Contact: John Smith
- Create a second John Smith Contact
The problem they were reporting was that when they entered the second “John Smith” the duplicate detection dialog was appearing; however, the dialog was not showing the potential duplicates.
Now because the same user was creating both Contact records, we thought it wasn’t a security issue, but we were only partially correct – it was a security issue but not related to Contact
The underlying problem was that the Duplicate Detection Rule was created in a different Business Unit and the user’s Security Role didn’t have Organisation-level read for Duplicate Detection rules. So CRM knew that a duplicate existed, but the user didn’t actually have permission to view the results.
The fix was simple: extend the user’s security role to include Organisation-level read permission of Duplicate Detection Rules.