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Recurring Transactions - Not Posting to SF

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  • emihopi
    replied
    Awesome, thank you! I have joined.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    Great.. if you are available today I will ask the office hours to start earlier than usual. Please make sure to join today so we can go over it.

    Leave a comment:


  • emihopi
    replied
    If there are instances in the past which I tried to post them from the portal, it is because there were not donation records being created for most of our recurring transactions and I was trying to see if it would post - and you are correct, I ended up getting a 2nd error - But not every error is because I have tried to "push to SF" through the Portal. For every error in C&P, I have had to manually create donation records because they are non-existent. When I look at each contact or run a report to mail receipt letters, many donors have several months worth of records missing from their donation history. There are so many records I have had to manually create under contacts with recurring transactions and I need help figuring out WHY this is the case! I am available for office hours etc; whatever it takes to figure this out. Thank you.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    We have reviewed your instance and see clearly that these transactions are being posted again from the Portal. There is substantial time difference between the original post and the re-post.

    The error is for duplicate Vault GUID's which means this transaction is already in Salesforce and now is being posted again. There is absolutely no way for our system to post to Salesforce twice - this can only happen if someone in Portal searches for the transaction and posts it through the Send Receipt option - automatically this can't happen.

    I would like to ask that you join our office hours so we can show you what is going on. I truly wish we could help but based on all that we see these transactions exist in your instance and you are posting them again.

    May I ask why you are posting these again? Is it possible for you to join our office hours?

    Leave a comment:


  • emihopi
    replied
    Any ideas on this?

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  • emihopi
    replied
    No, this error occurs every month for several of our recurring donors. In the past, we have had to merge duplicate records of SF contacts/contact data. Could this be the cause of the error(s)?

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    "Duplicate Value" of Vault GUID means this transaction is in the system and the new post is a duplicate of one that is already in the system.

    Vault GUID is unique and it cannot be duplicated in a Salesforce instance. Has this transaction been deleted and being posted again?

    Leave a comment:


  • emihopi
    replied
    The error is happening to a number of our recurring transactions, so obviously the ID number at the end of each error will be different - this is just one instance:

    Insert failed. First exception on row 0; first error: DUPLICATE_VALUE, duplicate value found: CnP_PaaS__VaultGUID__c duplicates value on record with id: a1JE0000001hhry: []

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  • CnP.Support
    replied
    Good day!

    Please post the error message you see in the C&P data so we can figure out what the issue is.

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  • emihopi
    replied
    I was able to have the "Duplicate Check App" disable its triggers for the C&P ghost user for our org but we are still not able to post the recurring transactions to SF. I am unable to do the same with the triggers for the "rollup helper" - do you suggest I uninstall completely?

    Leave a comment:


  • emihopi
    replied
    That makes sense.

    The Duplicate Check App searches for but also prevents duplication of accounts and contact records.
    The Rollup Helper is summing the total amount of gifts per contact and household.

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    It is a managed package and as such we can't disable them.

    Here is the problem so you know exactly what is going on. This is a typical race condition as multiple packages are acting on the same object. If Salesforce is busy acting on an object another trigger can't interfere. In this case when we try to create a contact or account Salesforce can't set them up since the objects are open by another application. The other application is acting on the same object at the same time as we are trying to create it.

    I wish I could help you since there is nothing we can do - your other application is interfering.

    You may want to discuss this with the other app or Salesforce support just in case they can introduce a delay in their actions.

    Any idea what this app does?

    Leave a comment:


  • emihopi
    replied
    I cannot find a way to disable the triggers, since they are a part of Apex managed packages (although I uninstalled the capitalization app). Do you know how to deactivate/remove without uninstalling the app themselves?

    Leave a comment:


  • CnP.Support
    replied
    Good day!

    we reviewed your instance and did extensive analysis of what is going on. You have a number of custom triggers and they are interfering with our triggers.

    Click image for larger version

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    when we try to act on the data your triggers are locking the rows and we are unable to perform our actions. The execution time of triggers are interfering with each other.

    Could you possibly disable your triggers and test?

    Leave a comment:


  • emihopi
    replied
    Thank You!

    Time to Revive
    00DE0000000YT5C

    Leave a comment:

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