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  • All C&P SF Opportunities Glitching

    Hi there,

    We've been having a very strange issue with all incoming C&P gifts into Salesforce since at least Monday. A gift comes in say at 6am, in processed through temporary contacts, creates an Opportunity record, and I clean up some fields and save. However when I check back on the gift, the "created by" and "created date" fields have changed - now it says created at 11am, by a different user, and all the fields I cleaned up have reverted back to their original content (or lack of). Field history shows no edits, there is no record anywhere of the initial work I did on the 'first' opportunity.

    This seems to be happening for ALL c&p gifts.

    The order number doesn't change, and it doesn't create duplicate opportunities (or any other objects) in Salesforce. I checked Connect and it shows as "posted", and there's no duplicates that side either. The only clue we've been able to find is on the C&P Data object (in SF), it says "The referenced contact was not found. Please check the C&P temporary contact tab for clearing the transaction". However, the gifts do not appear back in the Temporary Contacts tab, and the "contact" field on the C&P data object is filled correctly and everything is attached to the contact as it should be.

    Please can you let me know why this is happening and how to correct it ASAP? With all the fields reverting back, we can't acknowledge, track, or file gifts accurately, so this issue is urgent.

    Here are some URLs of some of the effected gifts, although it seems to be effecting all of them.

    https://na51.salesforce.com/0060V000010R5w3QAC
    https://na51.salesforce.com/0060V000010R5vsQAC
    https://na51.salesforce.com/0060V000010R5w5QAC


    Thanks for your time.

    Access granted
    Org ID: 00Dd0000000i8lD

  • #2
    Go to the C&P Settings tab and try this -

    Click image for larger version

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    If this box is checked, PaaS will attempt to match the Contact again every 3 hours, and if it finds a match, it will recreate the Opportunity.
    Regards,
    Click & Pledge Support Department

    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

    Join us @ the educational webinars: https://clickandpledge.com/webinars/
    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

    Comment


    • #3
      Hi,

      Thanks for getting back to me. I think you're speaking to a different problem than the one I have.

      The problem is not that C&P is auto-processing temp contacts. The problem is that me, or one of my team, is processing the temp contacts. No errors, everything works fine, temp contact list is EMPTY. However the Opportunity keeps getting re-created anyway. For EVERY opportunity, not just the ones where a contact already exists.

      I don't want to turn off "auto-match if contact exists" because I want it to keep doing that - I don't want to have to manually match the hundreds of gifts that come in from known, existing donors. That's not sustainable for my team. Plus that check box has not been changed recently - if that's the cause, why has it just started glitching this week and not in the past 4+ years we've had it setup this way? Was there a bug in an update that happened or something?

      Thanks,
      Jack

      Comment


      • #4
        It is possible that the code notes that a transaction does not process initially, and upon return, simply checks to see if the Contact match situation has changed without reviewing the existing Temporary Contact list. I'll be glad to note this as a potential issue that could be corrected, but please give it a try and see if it resolves the behavior you are seeing.
        Regards,
        Click & Pledge Support Department

        On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

        Join us @ the educational webinars: https://clickandpledge.com/webinars/
        Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
        Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

        Comment


        • #5
          Hi Support,
          Thanks for getting back to me. I tried unchecking the box you suggested, and the issue still happened this morning, so it did not solve the issue. What's next?
          Cheers,
          Jack

          Comment


          • #6
            I would suggest unchecking both boxes in the screenshot above- Auto-reprocess C&P errors and Auto process C&P Temporary Contacts, and review again.

            If that fails, the next step would be to grant access and provide us a specific order number, or a few, where you know the problem occurred so that we can review.
            Regards,
            Click & Pledge Support Department

            On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

            Join us @ the educational webinars: https://clickandpledge.com/webinars/
            Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
            Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

            Comment


            • #7
              Hi Support,
              Ok I unchecked that second box, too. That seems to have fixed the re-creating opportunity issue, BUT in exchange seems to have just created a different issue. After unchecking the box, the next Temp Contact we processed created all the SF objects EXCEPT the Opportunity object (created a Contact, Household, C&P Transaction and C&P Data object). I've tried 'post to salesforce' again from the C&P Connect side, and it still doesn't create an opportunity. This has been the only Temp Contact that came through since the change, so I can't say yet if the issue is unique to this contact/transaction, or whether it will also happen with ALL C&P opportunities like the prior issue.

              Could this be a result of unchecking the "reprocess errors" box? What could be causing these glitches? There hasn't been a C&P update or SF update in a while.

              Here's the transaction - https://cnp-paas.na51.visual.force.c...V00000L1vWYQAZ, C&P Order No #
              24461-1908202008046483697
              Access has already been granted for C&P support. As for which order numbers were effected by the prior issue, it was ALL OF THEM. So all C&P transactions.

              Look forward to hearing back from you soon, this really is interrupting our workflows significantly. Thanks.

              Comment


              • #8
                Copy the order number and go to C&P Settings > Maintenance, and paste the order number in to Delete it. When it prompts you to select the related records to delete, delete them all. Then repost the transaction from Connect.

                If you process the Temporary Contact, and it STILL creates everything but the Opportunity, grant login access and post the Order Number here so we can review. If there's any sort of error that occurs when processing the Temporary Contact, get a screenshot of the error, and provide that as well.

                Almost there!
                Regards,
                Click & Pledge Support Department

                On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                Join us @ the educational webinars: https://clickandpledge.com/webinars/
                Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                Comment


                • #9
                  Hi Support,

                  Thank you, that worked! And we had another donation come through this morning that populated to an opportunity object without issue, so hopefully that was a one-off problem.

                  Could you explain to me more what the two check-boxes you had me untick actually do? And what the consequence of leaving them unchecked will be for my C&P/SF integration? (Assuming I should leave them unchecked, or risk the previous error recurring?)

                  Thank you!

                  Comment


                  • #10
                    Sure.
                    1. When the data first hits Salesforce, it creates the C&P Data record. This object doesn't have a lot of fields, it's main purpose is to store the raw data that came for the transaction. There's a long text field that includes the raw data as an XML text.
                    2. Then writing the transaction into Salesforce objects begins, starting with assigning the transaction to a Contact record. If the Contact doesn't match immediately, a C&P Temporary Contact is created and waits to be matched. Once a Contact is assigned to the transaction, it moves on to the next step.
                    3. The C&P Transaction record is written, the Opportunity is created according to C&P Settings > Opportunity and assigned to the Primary Account on the Contact record.
                    4. If NPSP is installed, NPSP updates the Opportunity.
                    5. C&P updates the Opportunity again, based on C&P Settings > Custom Mapping.
                    Ideally, if there is an error in this "cascade" (whether it's an actual error or a fail-to-match) , the process rolls back to the beginning, and notes the error in the Message field of the C&P Data record. There are occasionally situations where the roll back process doesn't work entirely, but it is rare. The 'casade' happens right away- so approximately 30 seconds after the C&P Data record, if the Contact match failed, then the Message field is populated with 'The referenced contact was not found. Please check the C&P temporary contact tab for clearing the transaction".

                    Some of our customers experience problems posting because they have too many automations running, especially if workflows or processes are triggered by new Contacts or Opportunities being created. Or maybe something else creates too much 'traffic' for our app to do what it needs to do. They complained that their transactions were 'erroring' too much, when they couldn't see a reason for them to do so. So we introduced:
                    'Auto re-process C&P Data errors'
                    which automatically re-runs the cascade that 'failed' every 3 hours- if something was temporarily in the way the first time, the errors resolve themselves. You can see which C&P Data records that have 'errored' by looking at the "Errors" List View.

                    The second feature: Auto-process C&P Temporary Contacts, was probably also added per customer request. I'd have to guess on the motivation, but perhaps 'Auto re-process C&P Data errors' on all those extra records started hitting API limits or Contacts were getting added automatically some other way. They wanted the Temporary Contacts to be reprocessed again, but didn't want all their other "errors" creating extra API calls every 3 hours as those were likely to fail again for the same reason.
                    Enter 'Auto-reprocess Temporary Contacts'.

                    Now you've introduced another issue that can happen - I don't know what triggers records to be reviewed and posted again, it's likely whether or not the 'Message' field on the C&P Data record says "successfully transacted". But it's probably not checking to see whether the Temporary Contact situation has been fixed first, because essentially that requires doing what it's about to do anyway. Most people aren't reviewing their Temporary Contacts as quickly as you or need to modify the Opportunity when it's created as quickly as you. They've probably set up more custom mappings and Campaign rules to set up their Opportunity correctly the first time.
                    • So you could either leave the Maintenance settings checked, and modify your settings to do the review work that you're doing manually.
                    • Or you could uncheck them so they don't overwrite what you've already fixed.
                    Your decision would be affected by:
                    • Do you frequently hit API limits? (uncheck maintenance)
                    • How quickly are you reviewing your Temp Contacts? (uncheck maintenance)
                    • How much will our app let you customize your Opportunities, so you don't have to manually update them?

                    Clear as mud?




                    Regards,
                    Click & Pledge Support Department

                    On Salesforce? Help us by rating our app: Click & Pledge Donor Management on AppExchange

                    Join us @ the educational webinars: https://clickandpledge.com/webinars/
                    Live Support available Join between 3:00 - 3:30 p.m. ET Monday - Thursday: https://clickandpledge.com/webinars/
                    Are you on Salesforce? Join us at the Power of Us Hub: https://powerofus.force.com/0F980000000CjpC

                    Comment

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