When I edit some custom fields or products and categories, why do I get a message indicating there is a dependency conflict?
Dependency conflicts in Products/Catorgies or Custom Fields
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 custom fields, staff accounts, and product and categories. Note: Beginning with the August '09 release, deleting products and categories will not generate warnings.
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 a product if answers are assigned to that product. Therefore, you must edit the answers to remove the product assignment. Then, you can delete the product item.
Discrepancy conflict messages include the following information:
|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.|
Specific Dependency Conflicts
Dependency conflicts may arise with the following features:
- Editing custom fields
- Deleting products or categories
- Moving products or categories in version
- 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 Service Cloud 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 Service Cloud 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.
Products and Categories: When deleting a product or category, you will get a dependency conflict message if there are answers that are assigned to that product or category. You cannot delete a product or category if an answer in your site is assigned to that value.
Similarly, if you are moving a product or category, you will get a dependency conflict message as well if answers are assigned to that value.
The dependency conflict will display the meta-answer ID, not the answer ID. Depending on your site, the meta-answer ID may not be equal to the answer ID. To access the meta-answer, you can do a quick search using the Meta-Answer Search by clicking the arrow next to the Quick Search text and selecting Meta-Answer Search.
To find all answers associated with a product or category, create a report or view that includes the product or category hierarchy as a run-time filter and use that view to search for all answers assigned to a specific value.
If you are not using product linking in your interface, once you have searched for all answers associated with that value, you can mass edit the answers to clear the product or category from being associated to that group of answers. If product linking is enabled for your interface, you must edit each meta-answer / answer individually.
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.