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Dependency conflicts when editing custom fields, staff accounts, or queues
Answer ID 2260   |   Last Review Date 01/12/2023

When I edit some custom fields, staff accounts, or queues, why do I get a message indicating there is a dependency conflict?


Dependency conflicts in Staff accounts, Custom Fields, or Queues, Legacy Business Rules


When you try to edit or update certain types of features, the application does a dependency check to determine relationships to other records, such as reports, incidents, answers, and opportunities. This includes staff accounts, custom fields, and queues.  

Dependencies may prohibit you from editing, moving, or deleting an item. In order to successfully edit or delete these items, you first address the dependencies that are listed in the pop-up window and remove the condition causing the dependency. For example, you cannot delete an incident queue which is used in business rules.  Therefore, you must first edit the incident rules, reassign incidents to that queue, and edit views and reports to remove filters specific to that queue. Then, you can delete the queue.

Discrepancy conflict messages include the following information:

Dependency conflict


What: This indicates either View or Rule. If it says View, the dependency could be with either a console view or a custom report. 
Description: Specifies where the dependency occurs, namely with which record type. For example, Analytics means the issue is with a custom report. 
Name: Gives the name of a specific report or view so that you can edit it to remove the field from the filter or criteria. 
Conflict: This indicates whether the field is included as a filter or is included as a column in the display output. 
More Info: Specifies which interface has the view or report and identifies who owns the view or report.
Note: In regards to business rules, the discrepancy conflict message will only be shown with legacy rules. With Enhanced Business Rules (EBR), dependency conflict will not show. Rule conditions or actions on deleted fields are not evaluated and rule execution proceeds without failing. You have to do a manual dependency check within EBR.

Specific Dependency Conflicts

Dependency conflicts may arise with the following features:

  • Editing custom fields 
  • Disabling staff accounts
  • Deleting a queue 

Custom Fields: When you remove visibility for a custom field or try to delete a custom field, the system does a dependency check to see if that field is used in views, reports, or business rules. If it is, you will get a pop-up message indicating that there is a dependency conflict that you must resolve before you can edit or delete the field.

Therefore, to remove visibility or delete any custom fields, you must open the view, report or rule for editing, determine where the custom field is used (that is, determine where the dependency is), and delete the custom field from the view, report or rule.

If the report was created by an active staff member who no longer uses that item, the staff member can simply delete the report if it is no longer in use. If the item is a private report, you may need to ask other staff members as to who owns the report and have them edit it.

If the staff member who owns the report is no longer with your company, your site administrator can log in to your Oracle B2C Service application as the Administrator and access the private reports and edit or delete them. For more information on the Administrator account, refer to Answer ID 2059: Oracle B2C Service System Administrator account.

If your site has multiple interfaces, and if the dependency involves a report, log in to the appropriate interface to access the report to remove the dependency. You can also use the Links menu to access the administration consoles for the appropriate interface.


Disabling staff accounts: When you disable a staff account, you can also get a dependency message if a rule exists that automatically assigns records to that staff account. In this case, you must edit the appropriate rule(s) and then activate the ruleset before you can disable that staff account.


Deleting Queues: When you delete a queue, you can also get a dependency message if a rule exists that automatically assigns records to that queue. In this case, you must edit the appropriate rule(s) and then activate the ruleset before you can delete the queue.  Before deleting a queue, please review  Answer ID 1989: Deleting an Incident Queue.