Virtual Terminal - Donation record not created

[CnP.Support]

Marcin,

We reviewed your account and here is what we found out:

1: You have a validation rule named: Mailing_State_Abbreviation
2: You were on version 4.6

We can't do anything regarding your validation rule since that is stopping our procedure. The code is experiencing the following error message:

"Please enter the abbreviation of the state's name"

For the 4.6 release we went ahead and upgraded your application to the latest 4.18 release.

Please review your validation rule and let us know if we can be of any further assistance.

[CnP.Support]

Marcin,

We have reviewed your account and support has already left you a message.

When a transaction does not post it means it has encountered a problem with mandatory fields not having default values. There are triggers interfering with our post.

One of our developers has logged into your account and notified support of the issue.

We will help you resolve this issue but naturally we have to work together to figure out which of your triggers & validations is interfering with us.

[Marcin]

The validation rules have been rewritten almost two months ago and should no longer present a problem. I am aware of the C&P Data object, but the problem is that there are no C&P Data records at all for the two missing transactions. I am in touch with support. I hope we can solve the problem soon.

[CnP.Support]

Good day Marcin,

The issue with your account is not related to this as your case, based on support, is related to customization you have done that stops us from creating records.

Support is calling you now to further explain.

It is best if you also review the ERROR message by clicking on the transaction in the C&P Data. If a transaction encounters an error while processing in Salesforce it will generate an error message and we post it as the message at the bottom of the XML post.

[Marcin]

Can someone please get back to me about the case #JBR-830-37907, which is related to the same issue?

[Marcin]

Thank you!

[CnP.Support]

Marcin,

We have upgraded your account to the latest release and tested a few things .. it appears that all is working perfectly.

Please test it and let us know if you experience any issues. Just as an FYI:

- Upgraded the release to the latest release 4.11
- You had version 4.1 installed which was quite old

Looking forward to hearing back from you.

[Marcin]

Looking forward to getting that e-mail!

[CnP.Support]

Marcin,

There appears to be a conflict between your triggers & our application.

I will send you an email through support with the info we need to access your account.

[Marcin]

Yes, we do have custom triggers. The account number is 19525.

[CnP.Support]

Marcin,

Have you created any custom triggers?

We need to login to your instance and figure out what is causing this since we have not been able to duplicate this. Naturally if you have a custom trigger or coding we need to figure out what is wrong with the cross talk between our codes.

Please reply back to this with your Click & Pledge account number so we can email you with login information that you will need to set up for us.

[CnP.Support]

Marcin,

We have an error in the log file for your instance and we are investigating the cause of the error. I will get back to you by tomorrow as our developers need a little time to investigate the error.

Sorry for the inconvenience.

[Marcin]

Yes, we did connect it through the admin portal. Our online donations from our website are getting in Salesforce just fine. It is only the VT that's currently not working well consistently. Our org ID is

00DA0000000Hh25.

[CnP.Support]

Hmmmm

Let me ask a simple question- sorry if it is too obvious but just in case.

Have you connected Salesforce to Click & Pledge through the administrative portal?

What is your organization's name or account # so I can retrieve the log on your account?

[Marcin]

We are using version 4.6 of the app. There is no C&P Data or C&P Transaction record for that transaction. We just successfully processed one transaction for a contact that already existed in Salesforce. We also just processed a transaction for a new contact and there is no C&P Data or C&P Transaction or Contact or Donation record for that transaction in Salesforce. We received the e-mail receipt though.