Transact for Salesforce App Troubleshooting

   PlatformApplicable to all products in Temenos Journey Manager.  |   All Personas |  All versions This feature is related to all versions.

If the integration between Manager and Salesforce is not working as expected, you can start troubleshooting by reviewing the error log, which can quickly reveal the cause of the issue.

The list of the common problems - solutions is listed below.

Content cannot be displayed: You do not have sufficient privileges to access the page: /apex/Avoka_Transact_Lead

Problem

Some of your users are getting a message displayed when they try to access the Transact for Salesforce App visualforce page in a page layout:

This issue may occur if you have enabled security around the visualforce page that does not include the profile of the user trying to access the page.

Solution

To resolve this issue you must enable page access to the users profile:

1. Select Setup > Develop and then select the Visualforce Pages.
2. Click the Security link next to the target page.
3. Add the profiles that require access to the page.
4. Click Save to update the changes.

Reference

https://help.salesforce.com/apex/HTViewHelpDoc?id=pages_security_page_def.htm&language=en_US

Could not identify SObject type <X>

Problem

When processing a delivery an exception is thrown with error message:

Could not identify SObject type <X>

where <X> is an object type specified in your delivery processor configuration.

Solution

This issue indicates that there is a problem with the delivery processor configuration. You need to check that you have specified all the SObject types correctly in your configuration.

Delivery Error: No such column 'avoka__Delivery_Trigger_Type__c' on sobject of type avoka__Transact_Delivery__c

Problem

The Manager delivery process fails with error message:

This issue relates to insufficient permissions on the Salesforce side and is caused by missing permissions for Manager administrator permission set prior to version 1.10 of the in the Transact for Salesforce App.

The Manager administrator permissions should have full permissions on the Delivery Log, Delivery Processing, Post Log, and Prefill Generation objects . In Transact for Salesforce App versions prior to 1.10, you will notice a number of missing permissions when you view the object settings of this packaged permission set, as shown below.

Solution

As the Manager administrator permission set is part of a managed package, it cannot be modified in your org. To resolve this issue, you will need to create a new permission set that has all permissions enabled for the 4 objects.

1. Under Administer, click Manage Users > Permission Sets
2. Under Permission Sets, click New and enter the label of the new permission set
• Label - Transact Administrator 1
• Description - Used to activate missing permissions in the Manager administrator permission set
• User License - blank
3. Click Save to update the changes.
4. Edit the Object Settings of the permission set to activate all object and field permissions for the 4 objects:
• Delivery Log
• Delivery Processing
• Prefill Generation
• Post Log
5. Ensure all read and edit permissions are granted to these objects.
6. Click Save to update the changes.
7. Allocate this new permission set to the Manager user.

Delivery Error: The requested resource does not exist

Problem

The Manager delivery process in fails with error message:

Solution

This error indicates that the delivery process cannot find the delivery target objects in Salesforce. To resolve this issue:

1. Ensure that the app is installed in Salesforce.
2. If the license is limited to a number of seats, then the API user must be licensed for the app in order to access the Manager delivery objects.

Delivery Processing Error: Field <X> on <Y> is not CREATEABLE by <Z>

Problem

When processing a delivery an error is reported with message:

X is the target object name, Y is the field being updated and Z is the user name. The same error may also appear with the key word UPDATEABLE.

Solution

This is a permission related problem and relates to the security around field updates on the object. Ensure the active user specified in the error message has the appropriate permissions to the target field.

Insufficient Privileges: You do not have the level of access necessary to perform the operation you requested...

Problem

While trying to access the Transact for Salesforce App Visualforce page component some users are denied access with the following message:

This problem may be encountered if the package was installed for access by Admins Only or Selected Profiles instead of for All Users.

Solution

To resolve this issue, add the Manager user permission set to all required user accounts:

1. In the Setup menu search for Permission Sets and select the menu item to open the Permission Sets page.
2. Find the Journey Manager User permission set and open it, then select the Manage Assignments button.
3. Select Add Assignments and assign all required users to the permission set.

Missing "Reset My Security Token" Option

Problem

After creating the Manager user in Salesforce, no security token was emailed out and when logged in as that user the option to Reset My Security Token is not available as described here.

Solution

If you do not see the option to reset your token, you may be using IP Login Restrictions in Salesforce. For more information on why this menu option may not be available to your user, see the Salesforce documentation.

If you have further questions about IP Login Restrictions, contact Salesforce support for further assistance.

Post Request: 403 Forbidden - You don't have permission to access /manager/secure/GroovyServiceServlet on this server

Problem

When attempting to push a task from Salesforce to Manager using the post request object in Salesforce you may receive an error indicating that the HTTP request failed:

This may be due to IP white-listing on the Manager server rejecting access from the Salesforce server.

Solution

Add the Salesforce IP ranges to the Manager IP while-list as described here.

Salesforce API Authentication Failure (Invalid Grant)

Problem

Calls to Salesforce from Manager are failing with an authentication error:

If you are receiving delivery error when trying to deliver to Salesforce, check the error log for the error message above.

Solution

This issue can be caused due to one of the following reasons:

• Invalid or incorrect credentials being used in the Salesforce Connection parameters
• Insufficient privileges assigned to the API user in Salesforce

To resolve this issue, try the following steps:

1. Re-enter the username, password and security token for the Salesforce Service Connection.
2. Ensure that the Salesforce API user has the following required permissions:
• The user must have API access.
• The user must have permission to write to the Manager custom objects.
• Ensure the user is associated with a profile that is Admin approved for use of the Manager connected app.
3. If you have IP Restrictions in place in your Salesforce environment, double check that the IP ranges cover the Manager environment you are receiving the error on. You can check with the Manager cloud hosting team to verify the IP ranges for your environments.

Sorry, you are not licensed to use the Transact solution

Problem

Trying to access the Transact for Salesforce App Visualforce page component and getting a message saying:

Error

Sorry, you are not licensed to use the Transact solution. Please consult your Salesforce Administrator.

Solution

Your user is not licensed for use of the package, a Salesforce administrator needs to add you as a licensed user.

Redirect Uri Must Match Configuration

Problem

This error appears in AT4SF-canvas form as error=redirect_uri_mismatch&error_description=redirect_uri%20must%20match%20configuration.

Solution

Make sure JM AT4SF-UserSecurityManager parameters for Client Id and Client Secret match the Salesforce connected app.

Next, learn about Transact for Salesforce App.