Order Deleted?

[mjokiman]

Hi

I'm trying to access this order number 36448-2111020139353248735 in Salesforce. It's associated with an opportunity https://urm.my.salesforce.com/0061K00000ixJot

However, when I clicked on the order number or search by order number in SF, it wouldn't come up. It said
Record deleted
The record you attempted to access has been deleted. The user who deleted this record may be able to recover it from the Recycle Bin. Deleted data is stored in the Recycle Bin for 15 days

In Connect, when I searched by order number, it works, the transaction would come up. So it's weird that in Salesforce it wouldn't come up. Thanks. Access has been granted.
Looks like there's another SF opportunity with the same exact order number but it works https://urm.my.salesforce.com/0061K00000ixKby 36448-2111020139353248735

So this donor has 2 Salesforce opportunities with the same exact order number....

[CnP.Support.AM]

Good day @mjokiman

We reviewed and were able to find the Transaction of the above order number as well as the associated opportunity but we noticed that the one opportunity to which you are referring doesn't have the order number. We are investigating the case and will get back to you shortly.

[mjokiman]

Here's another one I found where in SF 2 opportunities created while having the same order number 36448-2111020011384385882 https://urm.my.salesforce.com/0061K00000ixT6C https://urm.my.salesforce.com/0061K00000ixT7d

[mjokiman]

any updates? Now the order number is showing weird characters: a1M1K00000FCMan We need to send a receipt to the donor so we need this resolve ASAP please. Thanks

[CnP.Support.AM]

Good day @mjokiman

We are working on your case and for further investigation, we need to know which user processed the temporary contact initially? Please share the username who processed the temp record at first and for future reference, if you see the error, don't reprocess the C&P Data and share the order number with us so that we can review it.

NOTE: For now, we have turned off the "Auto re-process C&P Data errors" in Maintenance under C&P Settings to catch the culprit.

You can delete the opportunity of those having weird characters.

Looking forward to hearing back from you.

[mjokiman]

I processed the temp contacts. Mjokiman

Which error were you referring to? As stated on my original post there are 2 sf opportunity records created. With the same order number. I never mentioned any error msg since I didn't come across any.

[CnP.Support.AM]

Please see:



The order numbers which you are referring to have the above error when they were initially processed from temp contacts and later due to the self-healing being enabled, it successfully recorded. Because of the above error, the transaction record was deleted but the opportunity left orphan which is why you see two opportunities.

However, we will review your user permissions to see what is causing an issue and update you shortly.

[mjokiman]

Ok I didn't see the error message when I processed the temp contacts. They processed just fine

[CnP.Support.AM]

Good day @mjokiman

If you see the issue again, please share the order number including the ContactID you would like to merge with so that our developers would like to process the temporary contact to see the root cause of the issue.

[mjokiman]

I'm confused. Has this issue been resolved? What caused it? There are still 2 salesforce opportunities....
This issue wasn't detected until I tried to click on the order number, which I usually don't do for every single opportunity created in salesforce. So it's not an issue that I would be able to see before processing the temp contact.

[CnP.Support.AM]

Good day @mjokiman

The issue is not yet resolved but is in the investigation stage. We want to find out what exactly caused that error. It is deleting the transaction record after creating the opportunity which is resulting in an orphan opportunity record. To find that out, we need you not to process the temp record and share the temp contact order number as well as the ContactID you would like to merge with so that we can enable the debug log and process the temporary contact to see what is going on.

The access to your instance has expired. Please grant us login access to your instance and share the temp contact order number and Contact ID.

[mjokiman]

Access wasn't expired. It said it's still valid until the 17th

Click & Pledge Support

2 day(s) left. Expires on 11/17/2021.

I've provided the order number on the original post, I'm confuse why you're asking again? And you can also get the contact ID from the transaction?

[CnP.Support.AM]

Good day @mjokiman

The reason we are asking you to share the temp contact order number because the one which you have shared in your initial post is already successfully recoded in your instance.

If you share the temp contact order number we will process it with your User and will see the debug logs to find out what is going on. Please extend the access as it gets expired tomorrow.

[mjokiman]

Hi, the original post was created on the 2nd...which is 2 weeks. All temp contacts are being cleared daily. I also had mentioned before that I would not have known which transaction would have this error. Please see my response on 11/9. Not sure how you're expecting me to be able to identify the issue?

[CnP.LiveSupport.AB]

Hi mjokiman ,

Regarding your original concern: the Order was deleted

Your settings originally had "Self-Heal" turned on. The way self-heal works is that every three hours, the app checks to see if any of the transactions coming into Salesforce had problems processing all the way through to become donation records, and if there are transactions with errors, the app attempts to process them again.

This involves deleting any of the records that were created before the error happened, and recreating them. If you happened to search for the Order Number, as the Self-Heal was working - this would explain why you saw the record as being deleted, but it had been recreated by the time our team reviewed the case.

Regarding two records for the same transaction:

Every transaction creates a C&P Transaction record in Salesforce and a Donation (Opportunity) record. If there are multiple line items in the transaction (such as using Additional Fees), there is one C&P transaction record and a donation record for each line item.

In order for multiple donation records to relate to the same C&P Transaction record, there's a "lookup" field, C&P Order Number, on each donation that ties it to the related C&P Transaction.

This is the only way the app can know which donation records are related to a C&P Transaction record.

So - the reason 2 donation records exist for the same transaction is because something happened that removed the Order Number on the donation record before the Self-Heal could fix it. The app knew there was an error, so it reprocessed the transaction, but it couldn't find any related donation records to clean up. It just created a new one.

What Now?

As long as none of your users or any of your automations might delete the Order Number from the Donation record, you're unlikely to see the issue of multiple donation records belonging to the same transaction.

We can't really troubleshoot further without having an example transaction that throws the error - we need to set up a debug log that records all the activity the app took to see where it gets stuck. Since you're able to successfully process the temporary contacts, there's not much we can do.

But the original problem of the 'deleted' donation was corrected by the Self-Heal. The duplicate donation can be avoided by never deleting an Order Number from a donation record created by C&P.

You can turn the self-heal back on and consider it fixed - you've had plenty of other donations continuing to come in without problems.
If you run into a situation where you searched for an order number and discovered the record was deleted, wait a few minutes to let Self-Heal do its thing and search again. If the search still fails to work - then consider contacting support.

Anything else?

The error our team wants to troubleshoot further, "List has no rows for assignment to the S-object" suggests that our app asked Salesforce if it had any existing records for a specific object and Salesforce didn't find any. The app needed to find that record in order to finish doing its thing, so it stopped an reported the error.

This is why we need the debug log - it would tell us which object triggered the error. It could have been any of the objects the app involves: C&P Transaction, donations, Contacts, Custom Questions...

There is no longer a transaction with the specific error, and there doesn't seem to be any reason to expect it to happen again. We can surmise how both the "order deleted" and the duplicate order number situation happened, and you're prepared to avoid them.

Hope that helps,

Amanda
C&P Customer Advocate