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

The default mappings are created only if your tenant is compatible with the default mapping rules. The tenant must contain Salesforce source and multiple entity types, such as Organization, Contact, HCP, and HCO. Create a mapping in any JSON editor and post it by using the Salesforce Connector configuration API as follows:
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

The symptoms can be following:
  1. When sync mappings are created by the API, only the to_reltio section is populated.
  2. 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.

The above use case can occur when you perform the following steps:
  1. Create account in Salesforce and sync to Reltio platform.
  2. 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.