Three Error Reports, three donations with no Opportunities, what do I need to know?

[Susanna]

Hello, I received 3 Error Report emails and I'd like to know why these transactions failed to post to Salesforce so this doesn't happen in the future. The emails for all of them say Transaction Result: Authorized, and it looks like they did process payment, but they did not post to Salesforce. I did go into Connect and find each one and clicked Post to Salesforce, but none of them created the Opportunity record:

1. 24101-181021102016348
2. 24101-181021102024793
3. 24101-181021102021065

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System response:

"Upsert failed. First exception on row 0; first error: CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY, npsp.TDTM_Opportunity: 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 or 1 records: a0e61000000qj0mAAA: []

(npsp)
--

Please tell me a) why this happened, b) how I can get it to generate the corresponding Opportunity and c) how to prevent this from happening again.

thanks!

[CnP.Support.AM]

Good day @Susanna

Would you please grant us login access to your Salesforce instance so that we can review what's going on?

Looking forward to hearing back from you.

[Susanna]

Hello, no problem, thanks for looking into this. I have granted 1-Week access to our account.
Our Salesforce Organization ID is

00D61000000aVFr

[CnP.Support.AM]

Good day @Susanna

The reason for the above error is when posts to Salesforce are made prior to Salesforce finishing the preview triggers it will face a row-lock issue. Another trigger has the row open and has locked it and when we try to do anything with that row it does not give us permission which results the above error. In other words, the objects were busy when we were trying to insert the data.

However, we have fixed all of three above order numbers.

[Susanna]

Thank you, I don't really understand the explanation, and that it's fixed is the main thing, thanks!

"the objects were busy when we were trying to insert the data."
So it was just a weird fluke of timing? Is there anything at all I can do to prevent this from happening in the future? I'd never seen it before.

[CnP.Support.AM]

Good day @Susanna

Yes, it's about timing. For this very reasons, we have the feature included in C&P Settings called Self Healing under Maintenence which will automatically resolve such errors. We suggest you enabled it and get rid of the above errors.

[Susanna]

I'm glad I asked. Thank you for the information; I've enabled both Self Healing checkboxes on your advice.

[Susanna]

I am following up on this because two strange things happened within a few minutes of me checking those Self Healing boxes and I think they may be related:

• a Process Builder on a Salesforce Opportunity that was closed in July fired off an email about acknowledging that donation of $1000.
  • C&P Order Number 1707221536209306852
• C&P Temporary Contacts show three Declined attempts at a $1000 credit card charge, for something that was already paid for back in August. The owners of the card know nothing about this but are very concerned.
  • C&P Order Number 1808100959001727112

I have granted you one week of access. Our Org ID is 00D61000000aVFr.

[Susanna]

further follow up...I'm convinced this triggered something in our system because numerous other records have appeared in my system as unacknowledged. Here are two more:
1651710161957414799143
1707221533160553240

In addition to looking into this, will you please tell me how I can make my Salesforce license called Integration User be the C&P connected license, so it's clear that I am not the one generating these record changes? thanks.

[CnP.Support.AM]

Good day @Susanna

My apologies that I didn't mention in my previous post. In case of an error the following steps are taken in the order listed:

1. Delete the Custom Questions/Answers
2. Delete the Opportunities
3. Delete the Transaction
4. Re-process the posted transaction per C&P Data.

When re-process the posted transaction per C&P Data in Salesforce, in this case, if there is any Autoresponder satisfy the condition will be sent. Regarding the temp contacts, those are the declined transactions sitting in C&P Data and now when it successfully re-process you are seeing them in Temp Contacts.