Salesforce lead integration, lead record is not being created

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    Tiffany_Mayne
    Asked on January 31, 2021 at 11:02 AM

    Ashwin_D

    I have set up an integration to Salesforce, would you have a look?

    I am unable to determine why a lead record is not being created on submission.

    Thanks.

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    BDAVID
    Answered on January 31, 2021 at 05:31 PM

    Good day, you form appears to be correctly integrated:

    1612131333_60172c053160e_connected.png

    Could you please try removing the predefined Salesforce option called "Delegate"? I cloned your form, and matched these fields:

    1612132152_60172f3892eff_mymatch.png

    And it worked fine:

    1612132233_60172f891770f_todaysLead.png

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    Tiffany_Mayne
    Answered on February 11, 2021 at 03:50 PM

    Hi BDavid,

    I am still struggling to set up this integration.

    Is there a log that I can see or use to identify errors?

    Would it be worth getting on a call to resolve this?

    Thanks,

  • Profile Image
    BDAVID
    Answered on February 11, 2021 at 05:01 PM

    Good day, I have forwarded this to our back-end team to see if we can get any logs to know the reason why data is not sending to your Salesforce from this form.

    Please do not remove the integration. If there is any update, you will be notified here.

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    Tiffany_Mayne
    Answered on February 18, 2021 at 04:00 AM

    Hi Bdavid,


    Has there been an progress on this?


    Thanks,


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    Lorenz_A
    Answered on February 18, 2021 at 06:58 AM

    Hi there,

    Sadly, we haven't heard any feedback from the assigned team yet. I have notified them about this and we will update you here as soon as we hear from them.

    Thank you for your patience and understanding.

  • Profile Image
    Stephen Licata 
    Answered on February 23, 2021 at 06:15 AM

    Hello Support,

    We requested support to resolve our integration issue with Salesforce and it been started 31st January and still no resolution. We working with a client and have recommended your product and this is a BLOCKER for us completing the work. Happy for a call or Team Viewer/Team call to get this resolved.

    I'm going to escalate to your CEO directly Mr Aytekin Tank if I don't have resolution to the integration issue by end of play 24th Feb.

    Regards,

    Stephen

  • Profile Image
    Sam_G
    Answered on February 23, 2021 at 08:19 AM

    Hi Stephen,

    I understand and agree with your frustration, and our team is working actively to resolve the issue. Our developers have marked the issue as important. It is a priority for us to resolve it at the soonest possible time.  

    Unfortunately, due to the nature of development cycles, we can't give you an ETA as to when it will be fixed. I have sent our backend team a message to ask for any progress regarding this issue. We'll notify you immediately once we receive an update from them.

    We thank you for your patience and understanding.

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    onurince
    Answered on February 24, 2021 at 10:45 AM

    We apologize for the inconvenience.

    I've checked the integration logs and there was an error from Salesforce as follows:

    "Session expired or invalid".

    We are investigating the error however we need some additional information.

    We'd be grateful if you could provide the session timeout value on Salesforce. You can find the value from "Session Settings".

    Looking forward for your response.

    Thanks.


  • Profile Image
    Tiffany_Mayne
    Answered on February 25, 2021 at 03:08 AM

    Hello Onurice, 

    I believe there was a session timeout because of an issue with login credentials. 

    I had been prompted to reset my password upon logging into salesforce and this would in turn affect the Oauth2 authentication between jotform and Salesforce.

    I have reset the integration now.

    As for session values, is the following what you are requesting?

    image.png

    Thanks, 

    Adam

  • Profile Image
    Tiffany_Mayne
    Answered on February 25, 2021 at 03:11 AM
    Hello Onurice,
    I believe there was a session timeout because of an issue with login
    credentials.
    I had been prompted to reset my password upon logging into salesforce and
    this would in turn affect the Oauth2 authentication between jotform and
    Salesforce.
    I have reset the integration now.
    As for session values, is the following what you are requesting?
    1614240691_60375bb3297a1_image.png
    Thanks,
    Adam
    ...
  • Profile Image
    Sam_G
    Answered on February 25, 2021 at 04:21 AM

    Hi Adam,

    Thank you for the information.

    I will be forwarding this to the backend team.

    We will notify you with an update.

  • Profile Image
    Stephen Licata 
    Answered on March 02, 2021 at 05:28 AM

    Hello Support,

    Please can we get dev to look at this as a matter of urgency. I'm getting frustrated with the back and forth and by the time a dev does anything the sessions have expired. We are now ready to go live with our solution but cant get a simple form to integrate.

    Regards,

    Stephen



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    Rehan_F
    Answered on March 02, 2021 at 06:00 AM

    Greetings Stephen,

    I've just sent another reminder to the assigned team. As soon as an update is available we will let you know here.

    Thanks

  • Profile Image
    onurince
    Answered on March 03, 2021 at 01:42 AM

    Hi Stephen,

    We apologize for the inconvenience.

    Can you please connect your Salesforce account from the integration page one more time? It seems the session is still invalid.

    Once you reconnected to Salesforce, please setup the integration. Then send some test submissions and please let us know for further investigation.

    Thanks.


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    Tiffany_Mayne
    Answered on March 03, 2021 at 04:06 AM

    HI Onurice,

    I have changed the login details, set up the integration and still no luck on sending test records through the form to Salesforce.

    Can you please investigate.

    Thanks,

    Adam

  • Profile Image
    onurince
    Answered on March 03, 2021 at 07:10 AM

    Hi Adam,

    It seems the problem is originated from session settings on Salesforce.

    Please go to the Session Settings and make sure "Lock sessions to the IP address from which they originated" and "Enforce login IP ranges on every request" options are unchecked.

    1614772990_603f7afee759f_Screen Shot 202

    Please let us know whether they are checked or not?

    Thanks.

  • Profile Image
    Tiffany_Mayne
    Answered on March 03, 2021 at 02:00 PM

    Hi Onurice,


    I can confirm that the settings are unchecked (see below screenshot):


    1614797995_603fdcab6dd5a_

    Are there any logs or error messages that are visible on your side that you might be able to share with us?

    Thanks,

    Adam

  • Profile Image
    onurince
    Answered on March 04, 2021 at 06:58 AM

    Hi Adam,

    Have you changed any option from the Session settings? Session still isn't valid.

    Can you please connect your Salesforce account one more time?

    Thanks.

  • Profile Image
    Tiffany_Mayne
    Answered on March 04, 2021 at 02:37 PM

    Hi Onurice,


    I have updated the session settings to "tick" on the two settings described and then subsequently "unticked" the two settings thereafter, I then reset my password again and set up the integration one more time.

    I Then ran a test to see if the integration worked and to my surprise it created a record within leads on Salesforce.

    I appreciate your help on this.


    I have run a few more tests but have found that the record is not being updated on a subsequent form submission despite the setting "Update if an existing record is found" is ticked:


    1614886584_604136b80986c_

    This might warrant a second ticket, but let me know if there is anything else i can do on my side to ensure it does update existing records instead of a create.

    Thanks,

    Adam

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    Lorenz_A
    Answered on March 04, 2021 at 07:53 PM

    Hi there,

    We apologize for the inconvenience.

    Can you please try to reintegrate Salesforce once more to see if that'll fix the issue? Also, please try to use 1 field only(e.g. email) as a basis in updating an existing record just for testing purposes.

    Please give it a try and let us know how it goes.

    Thank you.

  • Profile Image
    Tiffany_Mayne
    Answered on March 05, 2021 at 03:19 AM

    Lorenz_A

    I have done as you asked and only synced email as an "update" and i can see this has worked:

    1614932296_6041e94831e7f_But when I add more fields to update, it creates a new record instead of updating the existing one.


    I would have thought that it would check the email address or the lead Id to identify duplicates, as there something else im missing?


    Thanks,

    Adam

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    Rehan_F
    Answered on March 05, 2021 at 04:30 AM

    Greetings Adam,

    I would like to suggest that you keep only the email field selected under the "Update if an existing record is found". You've rest of the fields added above in the integration already.

    This portion of the integration will match the records against the email address and if it exists then it will update the records with the new details entered in the submission for the rest of the fields.

    Thanks

  • Profile Image
    Tiffany_Mayne
    Answered on March 05, 2021 at 04:30 PM

    Hi Rehan_F

    I have done as you suggested and can indeed confirm that the fields update with just the email selected on the update.

    I am satisfied that this will fulfill the requirements of our project.

    Thank you to you and your team for the assistance.

    I am happy for the ticket to be closed.


    Thanks again,

    Adam