Announcement

Collapse

Information Needed

See more
See less

Order Deleted?

Collapse
X
 
  • Filter
  • Time
  • Show
Clear All
new posts

  • CnP.LiveSupport.AB
    replied
    mjokiman

    I've done that for you.

    Leave a comment:


  • mjokiman
    replied
    You can go ahead and mark the Order number field as read only. Although as of now, I'm the only one who goes through the temp contacts and manage all C&P transactions. No other user would edit C&P transactions, especially removing the order number.

    Leave a comment:


  • CnP.LiveSupport.AB
    replied
    mjokiman,

    If you like, I can edit the page layout on the donation so that the Order Number field is read only. Users would not be able to remove the Order Number from the field, so we can know that our app will be able to find any related donation records it might need to if the transaction is reprocessed.


    Leave a comment:


  • mjokiman
    replied
    Thanks for the thorough explanation Amanda. However, as I explained before, I would not be able to identify if there's an issue like this one. I just so happened to notice there are 2 donations, and I saw that they had the same order number which is a red flag. If I didn't notice there are 2 donations, this issue would not have been discovered.

    Leave a comment:


  • CnP.LiveSupport.AB
    replied
    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





    Leave a comment:


  • mjokiman
    replied
    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?

    Leave a comment:


  • CnP.Support.AM
    replied
    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.

    Leave a comment:


  • mjokiman
    replied
    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?

    Leave a comment:


  • CnP.Support.AM
    replied
    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.

    Leave a comment:


  • mjokiman
    replied
    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.

    Leave a comment:


  • CnP.Support.AM
    replied
    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.

    Leave a comment:


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

    Leave a comment:


  • CnP.Support.AM
    replied
    Please see:

    Click image for larger version

Name:	error.jpg
Views:	37
Size:	99.8 KB
ID:	61637

    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.

    Leave a comment:


  • mjokiman
    replied
    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.

    Leave a comment:


  • CnP.Support.AM
    replied
    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.

    Leave a comment:

Working...
X