Sync and Mapping Errors
You can resolve sync and mapping errors by using the information provided below.
Synchronization Errors
Sync Mappings are Empty
The Create Default Mappings option is selected during configuration, however when you move to the Sync Mappings step, no sync mappings are available.
Resolution
POST: {{SFDCConnectorUrl}}/configuration/{{tenant}}/{{profile}}/mapping
Sync Config Error
When you click on Sync Config, an error is reported.
Resolution
This occurs when your tenant is not registered with the connector service. Contact Reltio Customer Support to get the tenant registered with the connector service.
Records are not Syncing from Reltio to Salesforce
When you create an create an Account or Contact in Reltio, it is not synchronized to Salesforce.
Resolution
The streaming must be enabled in the your tenant. Ensure
streamingEnabled: true and streamingAPIEnabled:
true in GET {{service_uri}}/tenants/{{tenantId}}
. If the
issue still persists, contact Reltio Customer Support.
Mapping Errors
How to configure SBC Mappings if Sync Mappings contain only Salesforce to Reltio direction
- When sync mappings are created by the API, only the to_reltio section is populated.
- The generation of SBC Mappings does not create SBC Mappings.
Resolution
The SBC Mappings are based on the to_salesforce section because the SBC functionality is based on search by Salesforce fields (user performs search of Account by Account fields and not Reltio attributes) that are explicitly defined only in the to_salesforce section. In the to_reltio section, Salesforce fields are part of expressions. Therefore, the mapping is provided for the same object and Record Type and populated to the to_salesforce section with an additional property sbcOnly as shown in the following example:
[
{
"description": "HCP to Account mapping",
"isActive": true,
"sfdcSource": "configuration/sources/SFDC",
"sobject": {
"type": "Account"
},
"reltioObjectType": "configuration/entityTypes/HCP",
"to_salesforce": {
"attributeMapping": [],
"relatedObjects": []
},
"to_reltio": {
"attributeMapping": [
{
"uri": "configuration/entityTypes/HCP/attributes/FirstName",
"value": "FirstName"
},
{
"uri": "configuration/entityTypes/HCP/attributes/LastName",
"value": "LastName"
}
]
}
},
{
"description": "SBC HCP to Account mapping",
"sbcOnly": true,
"isActive": true,
"sfdcSource": "configuration/sources/SFDC",
"sobject": {
"type": "Account"
},
"reltioObjectType": "configuration/entityTypes/HCP",
"to_salesforce": {
"attributeMapping": [
{
"value": "configuration/entityTypes/HCP/attributes/FirstName",
"sfdcAttrName": "FirstName"
},
{
"value": "configuration/entityTypes/HCP/attributes/LastName",
"sfdcAttrName": "LastName"
}
],
"relatedObjects": []
},
"to_reltio": {
"attributeMapping": []
}
}
]
Salesforce Sync Produces Unexpected Result
An Account is mapped to a single Reltio entity, has multiple Record Types, and a separate mapping is used for each Account+Record Type.
- Create account in Salesforce and sync to Reltio platform.
- Change some attribute in the entity in Reltio platform and sync to Salesforce.
The account does not get updated.
Resolution
Such a use case is not supported. When the connector tries to resolve the mapping for the entity in the Reltio to Salesforce direction, it uses the entity type and gets the first correct mapping. If there are other mappings for the same entity type, they are ignored. Therefore, do not use one entity type with multiple pairs of sObject+recordType.
Trigger Generation Fails
Issue
When you click Generate Triggers, the Error while generating Reltio Triggers! Re-create or download triggers manually appears. This is the default behavior of Salesforce where triggers are not generated automatically in the production environment.
Resolution
Follow Salesforce guidelines to generate triggers manually.