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Intermittently across 3 years, we’ve seen issues where our Salesforce community objects experience a bulk update impacting dozens of record, switching which contact it’s associated to. Sometimes it switches back. Often it does not and corrupts our reporting for these records. 
 

we’ve been trying to troubleshoot each time it happens (every 6-8 weeks, but it hasn’t for about 6 months), investigating which systems might be making these changes. 
 

the latest happened today shortly after 12 EDT. Login records show it’s the Insided integration logging in at that same time. It also synced some new users at that time. 
 

To my knowledge, the integration is not supposed to be changing contacts on community objects and only 

  • creating the objects initially 
  • matching at the outset
  • writing activity data

buy it seems like it’s doing something funky every now and then.

I'm going to contact support, but I was wondering if anyone else has seen this issue before.

 

 

 

Hey ​@DannyPancratz - we indeed discovered an issue with the Salesforce integration that led to a big push of updates to Salesforce yesterday after a period of not pushing correctly. Our teams are investigating and we'll let you know asap (as a reply to your ticket as well as here).

Hey ​@DannyPancratz - by now I’m sure you’ve seen the RCA that was published about this incident on our status page: https://status.insided.com/history.  

Thanks, ​@Kenneth R, I hadn’t seen incident. I didn’t receive anything from the status page even though I’m subscribed. And my previous salesforce-related tickets did not update me on this. :( 

What’s interesting is that I experienced the issue mentioned in the incident, but also something not mentioned (what I describe in this post). It seems clearly related and something I’ll recommend support look into and/or clarify about the integration.   

Hey ​@DannyPancratz - Sorry to hear that you didn’t get fully updated on this.  I went to talk to our engineers about your original comments about records getting updated, just to get clarity on what exactly might be happening.  

What I now understand is that the integration may update the Community_Member__c object in cases where there are multiple Contacts with the same email address.  When that happens, the Community_Member__c object will be linked to the most recently updated Contact.

Does that make sense, and do you think that could account for what you have been noticing?

 

Thanks, Kenneth. That makes sense. I appreciate you talking to the team to get more detail. 

Taking a closer look, that’s not what happened here. It’s changing the associated Contact and Account on the Community record when the email does not match. So for this instance, it seems to be be correcting inaccurate data and a net positive impact. 

Previous instances (not yet confirmed to be from the Insided<>Salesforce integration, but suspected) had done the opposite: changing the contact and account so that it no longer matches the user record on the community and reflecting wrong emails/wrong accounts. Often this seems to be when we have multiple Contacts for the same person, but with different emails. It’d change them an old/defunct contact, which changes the email and associated account. 

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