Online donations not properly getting written to Salesforce

[ccaltsupport]

We are going live with C&P online donations this weekend. When testing yesterday/today, ran a transaction through the form and the item went into temporary contacts as expected, converted to Contact fine and created opportunity. The opportunity however did not have the primary campaign associated with it though it showed on the transaction. Tried reposting the data and it totally removed the opportunity and did not repost. Tried reposting transaction, created a second transaction record but no opportunity. Could someone help look at this? Org ID: 00D2E0000012rpR

Transaction IDs
initial transaction: Transaction-0026
second one created: Transaction-0027

I have granted login access.

Thanks!

[CnP.LiveSupport.AB]

I think the reposting reassigned the Transaction #, using order number will work better.

Working from the C&P Data > Error "List View"

60289-1908061059190721111::

Insert failed. First exception on row 0; first error: INSUFFICIENT_ACCESS_ON_CROSS_REFERENCE_ENTITY, insufficient access rights on cross-reference id: a2n2E000004fkIq []

Insert failed- so it's creating a record, can happen with Contacts or Opportunities, possibly Account, NPSP would do that in response to a Contact
Insufficient Access - probably a permissions issue
ON_CROSS_REFERENCE_ENTITY - perhaps something besides Contact, Account, Opportunity based on a lookup or relationship- perhaps Campaign? Let's check the ID
a2n2E000004fkIq - refer to https://ccalt.my.salesforce.com/a2n2E000004fkIq. OK, that gives "Data not Available". The cascade might have rolled back when it hit the error?

- refer to https://ccalt.my.salesforce.com/a2n (using the prefix of the record ID)

Conclusion: the Registrant record involved with the transaction was deleted, and adding the transaction into Salesforce changes the Registrant record. The error is indicating it's not there.
Diagnosis: The registrant was deleted before the transaction was assigned a Contact and completed the "cascade" that ends in an Opportunity.

If you delete a Registrant through the Registrations option in the event's menu in Event Management - you're given an options for what data to delete
When the registrant was deleted, either the user chose an option that did not delete the transaction information as well, or the user deleted the Registrant record outside of Event Management

Resolution:

1. [*=3]Check the Recycle Bin from Salesforce Classic > Home screen do "Undelete" the Registrant, then delete properly through Registrations. [*=3]If not in the recycle bin, remove the transaction information with the "Delete" feature in Maintenance [*=3]If the deletion was intentional, problem solved, if accidental, re-register the Registrant with a Comp Ticket, make notes on the resulting Opportunity to refer it to the orginal transaction [*=3]If you suspect registrant was deleted outside of Event Management, review the proper method to remove Registrations with users.

The others in C&P Data > Errors just needed to be matched to Contacts in Temporary Contacts. They were both test transactions, so you may want to review Contacts of Donna W and Kevin S.

~ Amanda
C&P Live Support

[ccaltsupport]

Thanks Amanda - I'm not quite sure what you are telling me to do?

[CnP.LiveSupport.AB]

Somehow that formatting came out looking bad. For 60289-1908061059190721111:

1. Check the Recycle Bin from Salesforce Classic > Home screen do "Undelete" the Registrant, then delete properly through Registrations.
2. If not in the recycle bin, remove the transaction information with the "Delete" feature in Maintenance
3. If the deletion was intentional, problem solved, if accidental, re-register the Registrant with a Comp Ticket, make notes on the resulting Opportunity to refer it to the orginal transaction
4. If you suspect registrant was deleted outside of Event Management, review the proper method to remove Registrations with users.

[ccaltsupport]

Thanks for the clarification. It is a donation not an event. I'll look in the recycle bin and see what I find.

[ccaltsupport]

It looks like at some point, the opportunities were created and the proper campaign assigned. Not sure if that was related to the process that ran last night. Because of that, I'm reluctant to mess with restoring any transactions from the Recycle bin. What I think may be best is to wait and see what happens when another online donation transaction is submitted. If everything saves properly we can chalk it up to something weird with this transaction.