Sometimes you may try to run a Salesforce operation that doesn’t run as expected. Fortunately, there are some simple steps you can follow to identify where things break and what to do to resolve the issue.
Troubleshooting Salesforce Issues in Insycle
1) Examine the Data to Identify Why Things Don't Work
When you run into an issue, examining the raw data in Grid Edit can help you spot inconsistent values and diagnose data sync problems between your CRM and Insycle.
The first step in troubleshooting is to pick one sample record and identify why the operation is not running as expected for that specific sample record. It's difficult to troubleshoot all records together in bulk because there could be different types of issues affecting the data. For deduplication, pick one sample group of records. For linking/association pick one sample pair of records.
For example, if you wanted to examine why a specific set of records was not merging when running the Merge Duplicates module, you would:
- Set a filter that isolates the sample records
- Alter the layout to include the fields you need to analayze
- Analyze the records in the Record Viewer
Typically, an operation would fail to run due to one of the following reasons:
If the data in your field is different than expected, you can alter your template to account for variations. If the data is very inconsistent, you may need to format and standardize it first.
If you don't see data in the relevant field in Insycle, but the field contains data in your CRM, it is likely a field syncing issue. In this case, contact support through live chat to trigger a manual sync for the field.
If recent updates across all fields aren't showing up, it may be due to database sync lag. You can trigger a manual sync by following the directions here.
2) Review Your Audit Trail Report
View your operation reports on the Activity Tracker page. You can download reports by clicking the Run ID.
In the CSV you can see a before-and-after snapshot of every field altered using Insycle to evaluate what is happening.
Remember to check the Result field. If there is an error in the Result field, copy and paste it into Insycle's Help Center. If an error seems like it is related to Salesforce, paste it into Google.
Troubleshooting Salesforce Issues in Salesforce
1) Ensure you have the latest version of the Insycle app installed, with admin credentials.
Make sure that you have updated the Insycle app from Salesforce AppExhcange.
Log into your organization and go to Salesforce Setup. Using the quick find, type “Installed Packages” and select it in the drop-down.
There, you can check the app version against the current version in the "More Details" tab on Insycle's App Exchange listing.
Ensure that Insycle has admin credentials. This is required.
2) Make sure your issue isn't being caused by a validation rule on the object.
Object-level validation can stop Insycle updates from running and generate errors.
To check this navigate to the settings for the type of object you are updating, and then click on Validation Rules.
To learn more, view Salesforce's examples of validation rules article.
3) Make sure the user in Insycle has the appropriate Salesforce permissions and access in all levels, including record type, object, and profile.
Insycle must have read and write access at all levels, including record type, object, and profiles. Without this, Insycle is not able to run and update data.
Access to profiles can be set in the App Manager Insycle page.
Learn more about Salesforce permissions.
4) Make sure you have the available inbound API requests to run the operation.
Every field update from Insycle uses an inbound API request. If you do not have API requests available, the operation will not run. If you are out of API requests, you will need to purchase more to use Insycle.
A quick way to view your recent API usage is to go to Setup > System Overview page, or type System Overview into the quick search.
Learn more about Salesforce's API requests limits and allocations.
Learn more about analyzing API usage in Salesforce.
5) Review your Salesforce automations to make sure the current issue is not being created by any cascading process.
It may be the case that automation is undoing updates made in Insycle.
A good way to get a top-down view of your existing automations, go to the Automation Home page.
Advanced Salesforce Troubleshooting
If you've checked the steps above and are still running into issues, there are some additional advanced steps that you can take.
- Replicate the scenario in a Sandbox for further analysis
- Debug the entire process to assess what is happening, step by step.
Collect Information to Share With Support
If you cannot pinpoint what causes the problems with your run, reach out to support via chat.
To speed up troubleshooting, please include a screenshot of your settings and a sample record that didn't update as expected. For example:
- Record ID is 123456
- Type is Contact
- Current value for field "First Name" is "JANE"
- Expected value is "Jane"
- Template configuration screenshot