Troubleshooting Import-Issues

A failure to properly import data from Salesforce to Fullcast can significantly impact your sales operations, leading to unbalanced territories, missed opportunities, and skewed forecasting. This hinders effective planning and decision-making. Ensuring a smooth and accurate data import process is crucial for maximizing your sales success.

Understanding the Import Process

Imported Entities

The Standard import jobs bring data for the following entities from Salesforce to Fullcast:

• Accounts

• People

• Product

• Opportunity

• Opportunity Line Item

These entities feed into different modules in Fullcast.

Types of Imports

There are two distinct types of imports: partial imports and full imports.

• Full Imports: Imports all records, regardless of changes.

• Partial Imports: Imports only records that have changed since the last import.

Information:

Refer to the Import Jobs article for more information.

Import Statuses

• Completed: The import has been successful.  

• Completed with Errors: Some data was imported, but there were issues with certain records.

• Pending: The import is waiting to start.

• Queued: The import is in line and will start soon.

• Running: The import job is processing.

• Failed: The import encountered an error and did not complete. Follow the below process to troubleshoot failed imports.

Warning:

If you have recently added or removed fields, or changed filter criteria, you must run a full import to ensure all data is properly synchronized.

Troubleshooting Import Issues

1. Log into your Fullcast instance as the Tenant Admin.

2. Navigate to Settings > Jobs > Job Status and locate the failed job.

   Information:

   If your import is not starting, even though you started it, click the refresh button to get a status update.

   If…	Then…
   Failed jobs are present	Click the information icon to the right of the failed job. Search for “cause” to locate the error message (see Figure 1.) Provide this error message when contacting support. Contact Fullcast Customer Support.
   Failed jobs not present	Proceed to Step 3.

   

3. Navigate to Entities & Fields and determine if validation passes.

   Information:

   When you navigate to Entieis & Fields, the page will validate the connection before displaying any entity/field settings. If validation fails, you receive an error message.

   If…	Then…
   Validation passes	Proceed to Step 4.
   Validation fails	Review the error message under the Error tab and proceed as appropriate. If the validation fails it is related to an access issue, or the field is deleted. If it is a custom object, delete the field and test. If the test passes, the issue is with the custom object or access issue. If the test fails, proceed to Step 4.

4. Navigate to Manage Plans. click the three-dot menu, and review the auto rerun rules settings and determine if they are configured to apply to the desired records.

   If…	Then…
   The rerun rules are properly configured	Proceed to Step 5.
   The rerun rules are not properly configured	Adjust the settings accordingly and test. If the test passes the issue is with the rerun rules configuration. If the test fails, proceed to Step 5.

   

5. Click the Export-Import tab and determine if this is a standard integration.

   If…	Then…
   This is a standard integration	Confirm the “Use Custom Import/Export Jobs” option is not checked. Proceed to Step 6.
   This is not a standard integration	Custom integrations will not have access to the Job Status tab. Contact your Tenant Admin for additional support.

   

6. Determine if the most recent managed package is installed.

   If…	Then…
   The most recent version of the managed package is installed	Proceed to Step 7.
   The installed manage package is from a previous version	Update the managed package to the current release and test. If the test passes the issue is with the outdated configuration. If the test fails, proceed to Step 7.

   

7. Review the connections and ensure a connection to Salesforce is established.

   If…	Then…
   The connection is established	Proceed to Step 8.
   The connection is not established	Contact Fullcast Support.

   

8. Access your Salesforce instance as the API user.

9. Confirm the API user has read access to the relevant Salesforce object.

   If…	Then…
   The API user has read access	Proceed to Step 10.
   The API user does not have read access	Provide the API user with read access and test. If the test passes, the issue is with the API user permissions. If the test fails, proceed to Step 10.

   

10. Determine if there are deleted fields in Salesforce in the object’s recycle bin.

    Information:

    If you modify a field in Salesforce, the change will automatically appear in Fullcast upon next import.  

    If…	Then…
    Deleted fields are found	If the field is not required, delete the field from the app. Contact your Salesforce Admin for further assistance.
    Deleted fields are not found	Contact Fullcast Customer Support.

Remediation and Retesting

1. Fix Permissions: Grant necessary permissions in Salesforce.

2. Restore Fields: Work with the Salesforce admin to restore deleted fields if needed.

3. Correct Configuration: Adjust Fullcast settings as required.

4. Restart Job: Restart the failed job.

5. Monitor Progress: Track the restarted job and refresh it for updates.