Why can't I open my case?

NOTE: This article only applies if your location is integrated with CDK.

When trying to access a case, if you are redirected to the Cases page and shown the warning follow Request ID error message, the case may be assigned to a customer with duplicate customer contacts:

Duplicate customer contacts can occur due to the recent migration from DSI to CDK and the consolidation of customer accounts on the Decisiv SRM platform. 

If you have Service Advisor access or higher, you can resolve this issue by removing the duplicate contacts. If you do not have Service Advisor access, contact your administrator. 

To identify the duplicate Customer Contacts and resolve this issue:

1. Open the All Cases Screen, and add the Customer column to your case view.
   • You can do this by clicking the gear icon in the top left of the table, selecting the Customer option, and clicking Save Changes.
     See also: Configure your Fleet Case View
2. Find your case in the list, and click the link for the Customer.
   
   
3. From the CUSTOMER LINKS menu on the left, click Contacts. 
   
   
   The Customer Contacts page will open with a list of contacts associated with the customer profile.
4. Review the contact list for any duplicates.
5. If a duplicate exists, click the Name of the duplicate contact to open the Edit Contact Info screen.
6. In the top right of the page, click DELETE CONTACT.
   NOTE: Only users with Service Advisor access and higher will see this button.
7. In the confirmation message that displays, click OK.
8. Repeat Steps 4-7 until there are no more duplicates.

When you finish, click CASES from the menu bar to return to the All Cases screen, and attempt to access the case again.

If the case is still not accessible, take a screenshot of the error message, and contact the Decisiv Support team with the following information:

• Case Number
• Customer Name
• Customer Number