Error when processing Temporary Contacts

[CnP.Support]

Good day!

Please see the following, per previous post:

• 1601071006307396178 >> https://na5.salesforce.com/a0a70000002xZAUAA2
• 1512312038334015182 >> https://na5.salesforce.com/a0a70000002xY5wAAE
• 1512311614070081561 >> https://na5.salesforce.com/a0a70000002xYSI
• 1512311612249231561 >> https://na5.salesforce.com/a0a70000002xYSDAA2
• 1512282115560842158 >> https://na5.salesforce.com/a0a70000003037hAAA
• 1512271956475983565 >> https://na5.salesforce.com/a0a70000002xapm

In reviewing each transaction we see the following:

• 1601071006307396178 > Record is in the Temp Contact & to ensure nothing is wrong we processed Nathan's record (hope you don't mind) and merged it with his existing record. See the image below:

• 1512312038334015182 > This order has processed successfully and all aspects of the data is fine. Transaction is right in your instance. See below:

• 1512311614070081561 > This order has processed successfully and all aspects of the data is fine. Transaction is right in your instance. See below:

• 1512311612249231561 >> https://na5.salesforce.com/a0a70000002xY4y

This order is in Temp - see below:




& is in the C&P Temporary Contact tab as shown below:

• 1512282115560842158 >> https://na5.salesforce.com/a0a700000030310

• 1512271956475983565 >> this one is also done correctly and is in Transactions - see below

As stated previously all your transactions are correctly in Salesforce. Some are in C&P Temporary Contacts but the rest are fine. We noticed that you had pushed the same data multiple times and we simply deleted the duplicates but in the absence of duplicate posts your system is working perfectly.

Please see all transactions and you will find them as expected.

In the future you may want to search for the Order Number first before pushing the data again. To search for the order simply click on the HOME tab and Search using the Salesforce search box. See below




Hope this answers your question. If you still have issues please let us know.

[tsisko]

Yes, I see that the transaction is posting however, it is not showing up in donations. Most transactions are creating a new donation record in the Contact however the ones listed in this post are not creating a donation record.

[CnP.Support]

Good day!

It will be a great help in future if you post your question completely and your observations more accurately. The way you posted your question we had to research every single transaction and find them in Salesforce, prepare images and post them to show that you have them. - your message:

"I am sorry but this is not resolved. The problem is that the transactions are not being posted to Salesforce even though Connect says that they are posted to Salesforce"

"Posting" means Connect posting the information to Salesforce, or at least that is how we read/interpret it.

If you had simply stated that you are seeing the Opportunities & not seeing the donations then we would have simply said that is an NPSP issue. Donations are a view of Opportunities set by NPSP based on Contact Roles. If you don't have contact roles defined then opportunities will not show in the custom view of NPSP, named donations. If we knew what you just posted the answer would have been a 2 minute reply.

Please check your NPSP settings and make sure it is set to create contact roles. I added a related field to your Contact layout (& you may delete it after review) so you see the Opportunity & Donation being different. See the image below:

• 1601071006307396178

• 1512312038334015182

• 1512311614070081561

• 1512311612249231561

• 1512282115560842158

• 1512271956475983565

Every single of your transactions are in the Contact Record and set correctly as Opportunity as shown in the images posted.

Are you expecting anything different?

[tsisko]

First of all, I sincerely apologize for not being consistently clear. I checked Contact Roles in Household Settings several weeks ago and all was appropriately enabled. I was processing the transactions/contacts as directed and those discussed in this trail were not showing up in Donations/Opportunities. This was only happening for a few transactions which shouldn't be happening if Household Settings is enabled for member donors. The resulting error was "The referenced Contact was not found.Please check the C&P Temporary Contact tab for clearing the transaction." In some cases, the transaction (at that time) was not showing up in C&P Temporary Contacts.

A screen capture of Household Settings is attached.

[CnP.Support]

Good day!

Thank you for your reply.

All seem to be OK.. all transactions are normal. A few pointers:

- Always check the C&P Data > Message to see if there are any messages that resemble an error.
- If the message says it is in Temp then the contact is in the Temporary Contact that needs to be settled.
- In case of an error, the system maintenance which is running in the background every 3 hours will, in most cases, resolve the error so there is nothing to worry about.

Suggestions:

- when you believe data is missing always search for the Order # and see if the C&P Data exists. If data is in Salesforce (Order Number) is found then issue is local and now you need to see where the system is stuck. If in Temp then simply process it. If not in Temp there must be an error and if the maintenance has not resolve it you may want to REPOST the data through the C&P Data.

The above steps is what we do when trying to figure out what is going on.

Any time you think there is a problem make sure to tell us if the issue is with Posting, meaning data not posting from Click & Pledge to Salesforce, or is the issue in Salesforce.

Our goal is to resolve the issue as soon as possible as we understand receipts, emails, workflows, etc. are all very important and any interruption can result in issues. The sooner we can resolve the problem the faster you can be up and running.

At this time I do not see any problems. Are you seeing any issues remaining?

[tsisko]

Thank you very much for providing clear instructions for dealing with "stuck" transactions. We did an audit of all transactions from December to the present and found a few more. All were successfully posted to Salesforce Donations/Opportunities except for one:

151220934182591003 B. Gralnick $250 12/20/15. The error message states "Upsert failed. First exception on row 0 first error. CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY. Opportunity Rollup: exception: Future method cannot be called.form a future or batch method: npo02.OpportunityRollups.rollupContactsand HouseholdsforTriggers." This is the first time I have seen a message like this. I did double check Rollups under Household Settings and all seems correct.

Thank you.

[CnP.Support]

Good day!

The issue has been fixed in your instance.

This is what happens, at times!

NPSP gets into a race condition where multiple back to back posts cannot be processed and as a result Salesforce "chokes" under the load. The solution is easy!

Go to the C&P Data & click on the repost button. This action will post the C&P Data again but first deletes all prior footprint of the transaction. In other words it purges it first and then posts it again with a lower priority allowing NPSP to catch up.

I did the following:

• In Salesforce searched for Order # 1512200934182591003
• Clicked on the C&P Data for the order number
• Scrolled down and reviewed the error
• Click on Repost
• Reviewed the messages and all is successful.

If you go to the C&P Data: https://na5.salesforce.com/a0a70000002xbjdAAA

you will see the new message saying it is successful and the old message which was error.

Hope that helps.

Let us know if we can be of more help.