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  • Donation not posted in Salesforce, through Virtual Terminal

    Hi,

    This donation is not posted in Salesforce 36448-1909231253027284364. I can find this transaction a161K00000881D6QAI but not the actual donation in the donor's Salesforce account: https://urm.my.salesforce.com/0014100000PJPzqAAH
    There is an error message, and I know what the error is (when we entered the campaign, it's missing an end bracket) 19.08 General Appeal Pre Thanksgiving Regular [1RAMAF
    But I don't know how to fix that since the donation is not posting. I've been trying to repost since 3 hours ago, and it's still not posting in SF. Please help.

    Access has been granted. This is our org ID: 00D41000000G4f0

    Thanks
    Monica

  • #2
    Good day @mjokiman

    The reason for that error is the custom field you have created on the Campaign object which is required:

    Click image for larger version

Name:	Campaign Custom Field.jpg
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ID:	49152

    Please review the above custom field and re-post the transaction from C&P Data and let us know what you see.
    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/
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    Comment


    • #3
      I'm confused the error message I got on the email was this: System response:

      "Insert failed. First exception on row 0; first error: MALFORMED_ID, Invalid campaign id: null: [CampaignId]"

      Besides, for the custom field above that you pointed out that's on the campaign object, that GAU field is already filled out so i don't think that's the issue

      Comment


      • #4
        That was the previous error which is related to the permission and the current error is related to GAU field. Please see:

        Click image for larger version

Name:	Error.jpg
Views:	30
Size:	113.0 KB
ID:	49161
        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
          Ok, then i'm still confused, first of all as I mentioned on the original email, the campaign that was entered was incorrect, so I have to fix it and I don't know how to fix it if the donation won't post. 2nd, since the campaign that was entered was an incorrect campaign, it doesn't even exists at all in Salesforce, so how can it be missing a GAU required field if there's no such campaign created....
          I'm still not clear how i'm supposed to clear the error and make this donation posts.

          Comment


          • #6
            Please see:

            Click image for larger version

Name:	Campaign permission.jpg
Views:	34
Size:	50.5 KB
ID:	49182

            Initially, the record has been created by Wendy Contreras and her profile doesn't have all the permissions on Campaign object which is the reason you see the following error: MALFORMED_ID.

            Since your user has all the permission over the Campaign object, when you try to reprocess the transaction, the above error goes away.

            The reason for the second error i.e. GAU is because of the required field. Since you have missed the end bracket for that Campaign name, it is trying to create a new campaign but the field GAU is a required field to create a new Campaign.

            If you want to assign the existing campaign, please share the CampaignID so that we can do that for you.
            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/
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            Comment


            • #7
              Heres the campaign id 7011K000001JIPO

              In the past, when we entered an incorrect campaign I was still able to repost the donation and correct the campaign name then. Is this something new where we have to give click and pledge the correct campaign id? The gau requirement is always there thats not something new. Thanks

              Comment


              • #8
                No, it's not something new.

                Your Salesforce instance has been customized either by you or by the consultant that did your Salesforce implementation. They set up rules to try to make sure your data stays clean and functional - so in this case, they set up a rule on the Opportunity that in order to assign the Opportunity to a Campaign, you must have a GAU assigned.

                Our software is totally unaware of what customizations have been made in an individual org. There are too many ways Salesforce can be customized for an app to assess. Our software only knows that when it tries to create an Opportunity, Salesforce will not let it do so, so it returns the error that Salesforce is sending back.

                If you have automations or validations in order to create an Opportunity, you have to make sure that C&P transactions are either excluded from those requirements, or you have to make sure that the Opportunity that will be created meets the criteria to PASS those validations.

                In your case, the user being used to create the Opportunity, Wendy, does not have permissions to make changes to Campaigns. When an Opportunity is created with a Campaign, the Campaign is changing as well because it will gain the Opportunity. Since the Campaign can't be changed, the Opportunity can't be created, and so ....

                Does that make sense?
                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/
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                Comment


                • #9
                  It does make sense but this has happened before since the 2 years that we have used click and pledge where our users would make an error entering the campaign. And I would repost and be able to correct the campaign once the donation is posted. The users also have had the same permissions. Nothing changed on our end. This is the first time where I'm not able to repost and having click and pledge has to fix it.

                  Comment


                  • #10
                    I have created a Donation List View for you called '2019 Manually Matched C&P Donations'.

                    If you review the donations in this list view, you'll see that those that have been processing Temporary Contacts have been "Donor Officers" : abale, fwhit, karma, acorn, rnewc, tpete.

                    Wendy is a Donor Services Representative. I suspect you will find the Campaign permission difference between what Donor Service Representatives can do compared to Donor Officers.
                    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/
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                    Comment


                    • #11
                      Hi, actually donor services representative has more access to donations/campaigns etc because they are the ones who process and edit all donations, which they have to have full access to campaigns as well as well as a wide access to Click and Pledge. Whereas Donor Officers do not process donations, they don't even have much limited access to Click and Pledge. Their main role is to log activities. I am the only one that goes through the Temporary Contacts. Your criteria for the list view is misleading, it really doesn't mean anything to this issue. The Donor Services Representative users do not have any donations assigned to them. The donation owners that you're listing are Donor Officers, they certainly have donations assigned to them since they have assigned donors.

                      Moving on forward, whenever, there is an error when entering the campaign name, would I have to reach out to Click and Pledge to fix? Here are a few examples where GAU was missing or campaign entered was incorrect and all of these I was able to repost and fix myself:

                      36448-1908131907011263872
                      36448-1908131907011263872
                      36448-1905201823013376010

                      Comment


                      • #12
                        btw do you know when the donation is going to be posted or should i try reposting again after you've fixed it on your end? Thanks

                        Comment


                        • #13
                          Let me make sure I understand exactly what you are wanting

                          36448-1908131907011263872 you want to repost and assigned to the FY20 Campaign even though the payment was made in 2019?
                          36448-1905201823013376010 you want to repost and have it assigned to a Campaign automatically even though the original transaction came through the Virtual Terminal without any Campaign specified?
                          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


                          • #14
                            No...those are just examples to show you that I used to be able to repost and fix the error myself without having to have Click and Pledge involved.

                            I need this 36448-1909231253027284364. donation to be posted to this campaign 7011K000001JIPO (you asked for the Salesforce campaign ID, there it is). This donation was processed through Virtual Terminal. At this point, please just repost this donation.
                            After it's been posted, we can discuss how this type of error can be resolved moving on forward. It's been 3 days since I originally created this ticket. It should not take this long to just repost a donation and fix a simple error.

                            Comment


                            • #15
                              Apparently you have a custom process that I was unaware changes the Opportunity Owner. My apologies for assuming that our software that was creating the Opportunity was setting the Owner field.

                              Click image for larger version  Name:	2019-09-26_MonicaB.jpg Views:	25 Size:	29.2 KB ID:	49248

                              So I think I have discovered your issue. You added a field to campaigns called GAU__c to Campaigns on 8/13/2019 and made it a required field. When the Campaign Name was incorrectly spelled, PaaS attempted to create the Campaign, but had no way of knowing that there was a new required field that needed an unspecified value.

                              So if you like a plan for what to do in the future when someone misspells a Campaign name, you would need to find a way to allow PaaS to create a campaign without requiring that field, as PaaS does not assign values to custom fields on Campaigns.

                              I'm sorry you are disappointed with an average response time of 1.5 business hours for your posts. You are welcome to join our complimentary Live Support if you think a screenshare conversation will improve how quickly you can resolve issues like this.


                              Last edited by CnP.Support.AM; 10-29-2019, 06:40 AM.
                              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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