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Contact Search for NEW Contacts not found for AddOn Total Support HelpDesk

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Posts: 1
Country: USA

Contact Search for NEW Contacts not found for AddOn Total Support HelpDesk



I'm new posting here, so hopefully I'm in the right spot.  We have a add-on software solution called, Total Support HelpDesk.  And it works successfully to search contact records in Act! and returns the results in our grid.  Our software using the unique contact_id from the Act! contact record.


We have one customer that recently updated to Act! version Update 3 PREM on-premises and now when he does a new inquiry search for contacts from our add-on product, it correctly returns results except for any 'new' contact record he added since updating Act!  It is as if these new contact records are hidden/blocked from being searched from an external source. We checked to be sure the contact record was not locked.


We have the same version and cannot replicate the issue. We have other customers with same version and are not having any issues. 


Our developer went through the SDK and could not see any changes to the way we make the calls. To confirm, our call works correctly for all existing contacts, just for this one customer, will not return results for 'new' contacts.


We thought maybe he also had a copy of Act! Cloud and needed to sync the contacts, but he confirms that they only have the on-premises version.


Any ideas, suggestions what might be blocking the new contact records?


Thank you for any suggestions 

Ronda Mish,


Resource Dynamics, Inc.