Problem with custom questions and mapping to Salesforce

[CoralReefAlliance]

Hi, we recently made some changes to the tribute section of our donation form. We seem to have an inconsistency with data being posted to Salesforce from the question "Please send an acknowledgement of this gift to the following email address or postal address" or the field "Dedication recipient address" in the CRM. As you can see, in this example the data posts fine but in this example, the recipient address is blank but if you open the CnP transaction record you can see the donor did include data for that question. I believe the issue has something to do with the mapping but I couldn't not figure it out. Can you assist?

[CoralReefAlliance]

I granted CnP access to Salesforce for one week.

[CnP.Support.AM]

Good day @CoralReefAlliance

In order to resolve the issue, we are trying to delete all footprints of the Order# 18382-2111141603076485312 but getting the following errors:

Errors
	Donations cannot be deleted because they are synchronized with RMT. Instead set Stage to "Void". Delete failed. First exception on row 0 with id 0063n00000xytKNAAY; first error: FIELD_CUSTOM_VALIDATION_EXCEPTION, Donations cannot be deleted because they are synchronized with RMT. Instead set Stage to "Void".: []

It looks like you have custom validations. Do you have any idea?

[CoralReefAlliance]

Hello, could you elaborate why you need to delete? We have triggers set up to not allow for record deletion. Is there a way to resolve the issue without deleting? Such as re-posting the data. We also want to make sure it does not happen in the future. Is there anything we need to do to better set up the custom field mapping?

[CnP.Support.AM]

Good day @CoralReefAlliance

Upon reprocessing the C&P Data, our system will delete the footprint of the related order number and reprocess the C&P Data. We see no reason to fail the mapping and to find out the root cause, we need to delete the footprint of the order number and reprocess it.

[CoralReefAlliance]

This is not possible given our previously installed triggers that I cannot disable temporarily. Is it possible to jump on a call to discuss further?

[CnP.LiveSupport.AB]

CoralReefAlliance ,

Your support option for a screen call is to join Live Support at 3:00 pm ET. If you'd like a private call, please consider Premier Support - if you are concerned about the pricing, you may call the number, explain the situation, and they will provide a quote.
Our support team will reach out to you to assist.

We are concerned about your approach to prevent record deletion entirely. While it is important, particularly with financial data, to ensure that you do not lose information - there are many steps from submitting a payment form to creating the Opportunity in Salesforce. For further detail on this process, refer to our article: Donor Management with Salesforce: How Data Posts to Salesforce. In an environment like Salesforce, where every organization has a different configuration and potentially many custom automations, background processes can easily interfere - an automation triggered by a new Opportunity can lock a record when PaaS attempts to update based on field mappings. It's similar to multiple people trying to make changes to the same Word document file at the same time.

To minimize this inherent challenge, the Donor Management (PaaS) app is designed to self-correct and also provides a method to manually reprocess a transaction when problems occur. This does involve deleting all the records created when the transaction was first received by Salesforce, and re-creating them.
So it is very difficult to correct an issue, or even diagnose the cause, when there is no way to delete an Opportunity.

There are a couple of different approaches you could take to address the situation:

• Modify your trigger to exclude Opportunities created by PaaS so you can take advantage of its correction functionality when needed. You need not worry about losing the initial data - the transaction in your C&P account cannot be deleted, so you can always push the data into Salesforce again. You would need to consider any manual updates that have been made to the 'incorrectly created' Opportunity, because those would be lost when PaaS recreates the record.
• Review the likelihood that the mapping does fail, and come up with a way to flag when this occurs so the Opportunity can be manually corrected. If this is a single failure that only occurs rarely - you may find it easier just to manage the situation when it occurs.

[CoralReefAlliance]

Thank you for sending over these notes--it is incredibly helpful! We are in the process of removing the record deletion limitation but since it is a trigger it is above our skill level and we are looking to CRM professionals for assistance. Your notes help confirm that we are on the right path in trying to remove the trigger.

In terms of a short term solution (as we work on the bigger issue of the trigger), do you have a recommendation for a Salesforce report that would show both the field in the CnP record and the CRM record so we can filter for records that don't have the same data posted? I was using this report (https://www.google.com/url?q=https:/...mZkk1WpyR_xs5o) but I was unable to pull in the original CnP data so we have been manually opening the CRM record and opening the CnP transaction record to compare.

[CnP.LiveSupport.AB]

CoralReefAlliance ,

For "do you have a recommendation for a Salesforce report that would show both the field in the CnP record and the CRM record so we can filter for records that don't have the same data posted?",

I'm not sure what you mean by the "CRM record". Do you mean the transaction record? Assuming you mean the transaction record - then you must be looking to see whether the answers to the questions on the transaction match your Opportunity fields.

The challenge presented is the way that the data is structured. A single transaction can have multiple line items, and it can also have multiple Custom Questions (with their answers). PaaS puts the transaction in a C&P Transaction record, and creates an Opportunity for each line item (related to the transaction by the C&P Order Number), and it creates a C&P Custom Question record for each question and answer , also related to the transaction by the C&P Order Number. .

You need a report type that has all three. There is no existing report type, and custom report types can only go 'down the hierarchy'. So you could create a custom report type for C&P Transactions, Opportunities, and GAUs - one transaction can have multiple Opportunities, and each Opportunity can have multiple GAUs, but you can't do that with the objects you need.

You might make it work with a "joined report" that is joined on C&P Order Number - from the Opportunity- and Question (Internal Use Only) - from C&P Custom Questions.
If you have a problem joining the two because the field doesn't have the same name, you could create a custom formula field on the C&P Custom Question and just set its value as Question (Internal User Only)
I can't remember if Salesforce lets you join reports on formula fields - but that's what I would try.

[CoralReefAlliance]

In order to identify the exact code that is preventing deletion, we need to review the Apex code and/or detailed debug logs. The debug logs we can access do not provide enough detail to troubleshoot the issue.

[CnP.Support.AM]

Good day @CoralReefAlliance

Sorry, but to identify the issue, we need to delete and reprocess the order number because as of this point, we don't see any reason to fail the mapping.