Some of our recurring transactions are not creating opportunities

[Maggie]

Like the title says, some of our recurring transactions are creating opportunities just fine with no problem, and some are not. When you go to a particular recurring detail, it lists two transactions and only one opportunity from the previous month. I believe we created that opportunity manually because we tried a bulk upload of recurring donations and the opportunities were not created then but we were assured that future transactions would create opportunities.

Is there any way to fix this?

[CnP.Support]

Good day!

Have you reviewed the C&P Data for that transaction? do you see any errors?

If you want we can review your account - simply grant us access and let us know of a case that we can review so we can see what is going on.

[Maggie]

I'm not sure what in the C&P Data I should be looking for so I'm granting you access. Our org ID is 00Di0000000gcJw

It also appears that this problem also applies to some recurring transactions that had come through our online page, not just through the bulk uploader.

Examples of today's transactions without opportunities:
https://cnp-paas.na15.visual.force.com/apex/transactiondetail?Id=a0bi000000DBnSIAA1

https://cnp-paas.na15.visual.force.com/apex/transactiondetail?Id=a0bi000000DBfJUAA1

And recurring transactions today that DID create opportunities:

https://cnp-paas.na15.visual.force.com/apex/transactiondetail?Id=a0bi000000DBpJyAAL

https://cnp-paas.na15.visual.force.com/apex/transactiondetail?Id=a0bi000000DBpKMAA1

https://cnp-paas.na15.visual.force.com/apex/transactiondetail?Id=a0bi000000DBpexAAD

[CnP.Support]

Good day!

I searched the transactions you posted and located the C&P Data for them. Here is an example:

• https://na15.salesforce.com/a0Ni0000...Pos=0&srKp=a0N

You may see this in the C&P Data tab: https://na15.salesforce.com/a0N/o

the following is the error reported for Jerome Z***

Upsert failed. First exception on row 0; first error: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY, kell01.CreateDefaultAllocation: execution of AfterInsert

caused by: System.DmlException: Insert failed. First exception on row 0; first error: UNABLE_TO_LOCK_ROW, unable to obtain exclusive access to this record: []

(kell01): []

It seems like you have a trigger that has to create an allocation. Do you know if that is a custom trigger you have created?

The failed transactions can be fixed but we need to first figure out the root cause of the issue as shown above.

[Maggie]

Yes, our implementation partner created a custom trigger to create allocations for every donation, since I gather this was not automatically happening for Click & Pledge transactions.

[CnP.Support]

Good day @Maggie,

You need to share the error and all the failed transactions with your partner so they know what is going on.

Unfortunately we can't do anything about it since we don't know what the trigger should do. If you let us know who the partner is we can contact them.