NXT Possible duplicates just *disappeared*

Laura Taylor

I was working in NXT this morning, going through a list of 32 possible duplicates that I saw in Data Health>Possible Duplicates tab. Suddenly the 32 spontaneously went to 0 without me doing anything and all Possible Duplicates disappeared. At the same time, the Merged Documents tab rewrote itself. It did have about 50 pages of documents I had already merged so showing “---” in the Source Document column, but there were still 42 documents I was still researching to merge so those still showed both Source and Target documents. When the ‘glitch’ happened, all of the already merged documents disappeared out of the list, leaving only the 42 I was still researching. That one is fine because the already merged documents were an annoyance, but where did my Possible Duplicates list go? Was there an update in the system that deleted those?

JoAnn Strommen

@Laura Taylor I would contact support. They have been updating this it seems as I noticed changes this week. Went from not showing anything to showing all the ones I had merged in the past. Now they don't display again.

There are filters there you could try - they don't show anything when I use but you might be able to see your pending ones.

Laura Taylor

@JoAnn Strommen Thanks for sharing that you too have seen ‘things’ happen this week. I will contact support but I'll also try filters.

Rachel Cavalier

Definitely something weird going on with the Duplicate Management for us too - the latest development is that constituents that should show up aren't showing up and the search box on duplicate management no longer results in the list of possible duplicates changing at all.

Donella Robb

@Laura Taylor Thank you for sharing. We too noticed this change as of last Friday morning – the number of possible duplicates went down significantly between Thursday and Friday. And the sorting no longer works – possibly because the pagination is gone (was previously 5 matches/page), and everything loads onto one page, and it doesn't finish completely loading – assuming the sort needs everything loaded on the page first?

I am wondering if the criteria for identifying possible duplicates has changed, as we were previously seeing quite a large number of false results (i.e. if there was only a name in a record). I have reached out to support, but they are just referring me to the help file, which hasn't been updated since this change. I am hoping that someone from Blackbaud's Product team sees this post and can provide an update re what has changed from a criteria perspective.

As far as the sort not working BB support is telling me to just tackle one pair at a time and not worry about the sort not working. Hopefully the “sort not working” message is getting from support to product development, but if not, I am putting it here as well.

Laura Taylor

@Laura Taylor UPDATE FOR THOSE FOLLOWING THIS THREAD: Here's what the support guys told me: “I would like to inform you that last week there was an incident going on from our side due to which the records which do not have duplicates , were also showing duplicates. So they might have been gone one the incident was resolved. Otherwise, there is no way for records to get disappear by themself.” Not much help since they are basically telling me there is no way my disappearing records disappeared. Grrrrrr…

Louise Rodgers

@Laura Taylor ours have also “disappeared” in Web View but can still see them in DB view. So weird! Will log a case.

Crystal Bruce

Hi everyone! On the 17th of this month, we corrected an issue where there were more duplicates being surfaced to clients than we would typically surface. They had duplicate information but we typically filter out those with a lower match score. The issue was that those below the threshold, which we usually don't show, were displaying. We corrected the issue and duplicate lists updated to display only those within the threshold that have a higher score of being duplicates.

These KBs may be helpful if you are wondering about:

• How the algorithm works - Duplicate Detection Process https://webfiles-sc1.blackbaud.com/files/support/helpfiles/rex/content/data-duplicate-detection.html
• The difference between duplicates in web view (more robust) and database view (less robust) - Duplicate Detection in Web View or Database View https://webfiles-sc1.blackbaud.com/files/support/helpfiles/rex/content/data-webvsdatabase.html

If you have an open case, we will reach out to ensure your questions are answered, if we haven't already. If you need help, please reach out to support for assistance.