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  • Contact matching not working properly after update

    I did an update a few weeks ago to events 1.90, paas 6.9, and paas class library 1.17 .. Since then the contact creation and matching has not been working as expected and as it did in our last few events. Today I've updated to 1.99, 7.2, and 1.19 to make sure I had all of the latest and I'm still seeing some parts not working.

    The last test transaction I did, the registrant was properly matched to the contact, but the registered attendee did not have a contact associated with it. There is no temporary contact either.

    Also after the latest update the discount code I've been using to test has stopped working. I deleted the old code and recreated it and still I get to the "you need to login" screen when I try the using the code.

    You can see my form embedded here : http://asapconnections.org/events/su...efit-for-asap/.. The coupon code to use for a free transaction should be FREETEST (use single registration).

    We are using all of our licenses so I won't be able to setup a tech support user for you. Perhaps we could schedule a phone call to get this fixed up? We are in the middle of a few event registrations so I need to have this taken care of as soon as possible.

    Today I went back through all of the post install instructions and made sure all of the proper checkboxes were selected but it has not fixed the issue.

    Also - the new opportunities that are created automatically have no contact associated with them either.

    Thanks!
    Jeremy
    Last edited by asapconnections; 03-28-2013, 03:11 PM.

  • #2
    Good day!

    The contacts are either in the Temp Contact or an error has occurred when creating a contact.

    Sorry but this can't be through a phone call since it will take a developer to review your instance. It may require the payment team to review or the event team or the API team. This is why we try to get an ID so we can have a complete review by all those that are involved. Unfortunately we can't have a single person that can do this over a screen share.

    If you can change a user for us on a temp basis we can review and fix your instance. The system is being used by a lot of organizations and in every instance there has been a setting that is set incorrectly or a validation rule that is conflicting with our contact creation.

    Please let me know when a user is setup so we can login and review.
    Regards,
    Click & Pledge Support Department

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    • #3
      Alright we converted a user temporarily and I triggered the password email so you should be able to log in now? Please let me know if there's anything else I need to do..

      Thanks!
      Jeremy

      Comment


      • #4
        Tech support confirmed there was an issue on your end last week and I haven't heard anything since. We're in the middle of taking registrations for an event and this issue means that there are no contacts or email addresses being associated with registered attendees. Any updates on a fix for this issue? This is critical functionality.

        Comment


        • #5
          Good day!

          There are no issues with Contact creation. The issue with the Temp contact is not with the system but a feature where new contacts are placed in the Temp Contact per C&P Settings. Don't you see the Temp Contact for Events? Please note that the Temp Contact for event is different from the Temp Contact for Payments.

          The issue you are referring to is with Coupon Code and that is not a bug but a feature which we will change in the next release. The Coupon Code works with group discounts so if you want that to work simply add a minimum and maximum for the group and it will work.

          The next update will be on April 15, 2013. In that release we will remove the dependency of the coupon code with the group min and max as requested.
          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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          • #6
            I'm absolutely having issues with contact creation and have gotten different information in my dialog with your tech support:

            Me: "Since there was no matching contact, shouldn't that be created automatically instead of going to temporary contacts? That's how it was behaving before the update I did in February. Also - now that I've processed the temporary contact it did associate with the registrant, but the registered attendee that goes with it did not create a contact or associate with this one. Also, the opportunity that is being created does not have a contact connected to it."

            Tech: "I do have a work around for the discount code. Set a min and max value to 1 and 100. Currently having my programmers address the other issue. If any update happens over the weekend I will email you."

            Me: "OK - so it's not our installation, you're seeing an issue on your end? "

            Tech: "Correct, I will keep you updated."

            And then his response this morning:
            "We will get this taken care of. Thanks for the additional info, we will get it fixed."


            Comment


            • #7
              Also, from where I"m standing another 9 days is a little long to wait for an update on a critical issue like this. It's already been 7.

              Comment


              • #8
                "The issue you are referring to is with Coupon Code and that is not a bug but a feature which we will change in the next release."

                --Nice spin but the way this was malfunctioning was certainly a bug. And not at all the issue I'm concerned about.

                Comment


                • #9
                  Good day!

                  What is your Contact Setup in the C&P Settings?

                  Click image for larger version

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                  If you are set up as "Semi-Automatic" then NO NEW CONTACT will EVER be created and be placed in the Temporary Contact. The reason is how do we know if Sue Smith is the same as Susan Smith.

                  If you are in FULLY AUTOMATIC then we don't care what the contact name is - if we find it we attach it and if we don't we create a new one so Sue Smith and Susan Smith, even if they are the same person, will create a new contact.

                  What is your setting?
                  Regards,
                  Click & Pledge Support Department

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                  • #10
                    It is on semi-automatic.

                    The temporary contact is being created for the *registrant*. Then when I go in and push it through, the contact is associated properly with the *registrant*

                    HOWEVER

                    The *registered attendee* is not found in the temporary contacts. And when I create or associate the contact from the temp the *registered attendee* never gets associated with any contact. Their email address is nowhere to be found in the system. This is a huge problem.

                    If I've got something wrong, I'd love to just fix it, but as I mentioned before, your tech has told me I've got everything setup properly and you have an issue with the software. Are you denying that this is the case? He's got full access to my account so I assume he's checked all of these settings.

                    Also, I do not see a separate "event temporary contact" section in my SF installation. You seem to indicate I should? I only have the C&P Temporary Contact.

                    I'm out for the weekend, but I'd love to see a resolution by Monday. If there's something in my setup that needs addressing, you have access.

                    Thanks.

                    Comment


                    • #11
                      Good day!

                      Have you followed every step listed in the manual:

                      http://manual.clickandpledge.com/Sal...fications.html

                      It appears that you have not followed the post installation and have not added the temporary contact buttons to the event page.
                      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


                      • #12
                        Good day!

                        I am not denying anything ..

                        Please note that we are not the support department and have no knowledge of your case with Support. If you have a support ticket issued and are working with support please continue working with support. The forum is monitored and answered by developers and project directors. We don't have access to the help desk and answer the technical questions posted to the forum assuming the entire case is in the thread.

                        It is best to choose your support medium and stick with it. The support department also has no connection with the forum except if they login and see the posts.

                        Since I have no clue of what the support is doing with your case I simply ask that you either continue here or with support.
                        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


                        • #13
                          Good day!

                          Has this issue been fixed? I am just following up to make sure you reviewed the post installation.

                          Every symptom you had described points to Event Temporary Contact not being checked.

                          Please let us know where this issue stands.
                          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


                          • #14
                            Originally posted by Support.Department View Post
                            Good day!

                            I am not denying anything ..

                            Please note that we are not the support department and have no knowledge of your case with Support. If you have a support ticket issued and are working with support please continue working with support. The forum is monitored and answered by developers and project directors. We don't have access to the help desk and answer the technical questions posted to the forum assuming the entire case is in the thread.

                            It is best to choose your support medium and stick with it. The support department also has no connection with the forum except if they login and see the posts.

                            Since I have no clue of what the support is doing with your case I simply ask that you either continue here or with support.
                            Sorry for the delay.. I posted here, you sent me to support, and I hadn't heard anything new in a week so I came back here. Support seems to have stalled, which is why I came here, especially since I seem to be getting conflicting information from the two information channels. To be honest, that is becoming a pattern, where the people manning this forum and twitter seem to have a different set of details from the tech support... I'm going to check on a few things you pointed out and get back to you soon. If it is indeed an issue with how my installation is setup I don't understand why support didn't address that with me or take care of it themselves when I gave them an account. Thanks for your help, I don't mean to come off as irritated but I really need this working, and it seems it was working better before the update.

                            More soon..

                            Comment


                            • #15
                              So it looks like my understanding was the issue here.. I was going to the list of sf tabs, clicking on 'temporary contacts' there and not seeing what I wanted. I had added the button you speak of but did not realize it led to a different interface. Once I found the button I found all of the temp contacts I was missing.

                              I still don't get why tech support told me there was an issue on your end and did not discover this on his own. That's a bit unsettling.. Perhaps you can close the loop and make sure he gets the info on what happened here?

                              Thanks for your help, I believe I have resolved my issue.

                              Comment

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