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Are there any currently known issues with RTRs doing things like the following:

  1. triggering errantly (and failing) when a field that isn’t even part of the rule criteria is modified?
  2. triggering more than once for the same action?
  3. claiming success but the action wasn’t actually performed?

I’m seeing some really weird activity.

  1. Yesterday I had two executions fail on two different Load to Salesforce RTRs for the same Account. 
    The Log showed error “Exception during event rule execution… Failed to Query data from Query API”
    The Event Data showed “affectedFields0]  OM_Assignment_Approved__gc” which is very odd because that field is not one of the trigger fields, it’s not included in any of the filters, nor is it part of any Actions.
  2. Yesterday I had a Load to Salesforce RTR fire within milliseconds of each other for the same Account.  Both were successful. 
    The EVent Data for BOTH were identical. Same affected field (Campaign_Live_Date__gc).  newItem_Campaign_Live_Date__gc was set to 2022-10-25
    oldItem_Campaign_Live_Date__gc was blank.
    If someone had actually edited that field twice in a row, immediately back to back, wouldn’t the oldItem in the second execution have been equal to the newItem in the first execution?  That’s what leads me to believe it was the same singular event that triggered it twice. 
  3. I stumbled across another Load to Salesforce RTR that “succeeded”,
    Action Response: { "status": "SUCCESS", "errorMessage": null, "messages": null, "data": { "Onboarding_Assignment_Approved__c": true } }
    but when I pulled up the Salesforce account record, the field was not set. I had to set it manually.
    I verified that I have no other rules set to populating this field. 

I submitted tickets on the first two issues, haven’t on the third one yet.

I created a DD that maps Salesforce and Company data fields together so that I can at least have a better idea of when key fields are out of sync, but these issues (along with lack of failure notifications or inherent field change tracking functionality since I cannot actually confirm who changed what and when)  is making me very wary of trusting Real Time Rules, especially because some of these fields that we’re syncing have a direct impact on revenue recognition and AE compensation.

 

@rakesh pinging you for visibility

Haven’t come across these issues myself but interested to see what the response if others have or if Gainsight can chime in here, as we also use RTR.

We are working through the support tickets Jeff.

  • 1 will need deeper investigation
  • On 2, did anything objectively change because of double event Jeff? Are you sure there is only 1 RTR on the field?
  • On 3, we call it successful after SFDC’s api results in success. I will verify this and get back. I have opened another ticket for this. 

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