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  • 1.  Salesforce Lightning Experience - Deleted Field Updates

    Posted 08-02-2018 12:39
    No replies, thread closed.
    We are transitioning from Salesforce classic to Salesforce.com Lightning Experience. We have been piloting PureCloud with SFDC Lightning Experience with one of our client services teams for almost 2 months now. Our pilot users are reporting a very frustrating experience using PureCloud with Salesforce Lightning. Their Salesforce.com field updates are being deleted before they have an opportunity to save their changes in SFDC. 

    Background
    Our client services reps need to swivel between browser tabs and windows to obtain the data they are using to update SFDC fields. Their workflow involves editing an SFDC field(s) with some data, switching between browser tabs/windows to obtain more info, and adding more data to these fields before saving their changes in SFDC. 

    Problem
    The reps are reporting that all of the data they input within these SFDC fields is being erased before they have an opportunity to save their changes. I am able to replicate this bug on demand, by editing a field, inputting some text characters, switching between browser tabs/windows, and returning to the SFDC tab to find that all the text that I inputted has been deleted before I have an opportunity to save.

    PureCloud works just find in Salesforce Classic, but we are experiencing this bug in SFDC Lightning. After speaking with Salesforce.com Premier Support, they are convinced that the PureCloud integration with Salesforce Lightning is the culprit.

    Testing
    During our testing, we've found that this problem only occurs when an SFDC user is using Salesforce Lightning, and is assigned to the PureCloud for Salesforce Lightning call center. In addition, some of our tests indicate that this problem only occurs when the SFDC open cti utility bar is visible, and PureCloud for Salesforce Lightning call center is enabled. We also tested using a non pure cloud call center in SFDC, and didn't have any problems. 

    We're using the latest version of Google Chrome. I opened the google chrome debug logs and found this when the bug occurs: 

    Applying overrides

    16:40:44.062 gatherer.js:1 Late injection

    533 @ gatherer.js:1

    16:40:46.381 BeaconLibrary.js:15 Object

    16:40:51.721 Failed to execute 'postMessage' on 'DOMWindow': The target origin provided ('https://apps.mypurecloud.com') does not match the recipient window's origin ('https://login.mypurecloud.com').

    16:40:58.367 Failed to execute 'postMessage' on 'DOMWindow': The target origin provided ('https://apps.mypurecloud.com') does not match the recipient window's origin ('https://login.mypurecloud.com').


    Has anyone else experienced this issue? What do you think could be the cause?

    ------------------------------
    Daniel Sulaiman
    Counsyl
    ------------------------------


  • 2.  RE: Salesforce Lightning Experience - Deleted Field Updates

    Posted 08-02-2018 13:30
    No replies, thread closed.
    I know this is not the official response you want, but have you opened a ticket with Customer Care to make sure PureCloud Development has a record of this?

    ------------------------------
    George Ganahl
    Principal Program Manager
    Genesys
    ------------------------------

    Original Message


  • 3.  RE: Salesforce Lightning Experience - Deleted Field Updates

    Posted 08-02-2018 14:26
    No replies, thread closed.
    I'd be curious to know what fields you're updating in Salesforce, and what attributes you have mapped in your call center definition file.  The integration does numerous writes to the Salesforce activity record based on interaction state change events and updates to the call log views.  We're using the standard OpenCTI method for saving call logs to perform these saves (https://developer.salesforce.com/docs/atlas.en-us.api_cti.meta/api_cti/sforce_api_cti_savelog_lex.htm) .  It's possible that these call log updates are conflicting with the temporary changes in the Salesforce app if you were updating the same fields, but if that were the case I would recommend not having the agents manually updating fields we are writing to with the call log update.

    But in general, no, we have not heard reports of this sort of bug.  The error that you point to in the console logs below seems unrelated, but we'd need additional context out of the console logs to determine that.  I would agree with George that this should be raised as a support ticket with our care organization.  I would collect a console log from a time period where the issue is reproduced, as well as a list out of the attributes you're mapping with the call center definition file and the salesforce object your agents are experiencing this issue with.  Let them know that this is something that needs to be elevated to development for additional investigation.

    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------

    Original Message


  • 4.  RE: Salesforce Lightning Experience - Deleted Field Updates

    Posted 08-06-2018 16:47
    No replies, thread closed.
    Hi Richard,

    Thanks for your help. I appreciate the insight.

    I opened a case with Genesys customer support, and I'm waiting for them to get back to me. 

    The bug isn't isolated to users who update specific fields. From what we can tell, it's been occurring for users who attempt to update any fields without saving immediately. 

    We've only tested using the Case object, but I will start testing for this bug on other objects in SFDC.


    ------------------------------
    Daniel Sulaiman
    Counsyl
    ------------------------------

    Original Message


  • 5.  RE: Salesforce Lightning Experience - Deleted Field Updates

    Posted 08-07-2018 09:44
    No replies, thread closed.
    Daniel,

    If this is occurring with an object other than activity records, then I can say with certainty that it is not us doing this.  It may be that our update of activity records is triggering a bug elsewhere in Salesforce that is clearing the fields in their app, but we certainly are not writing to those objects, nor reading from them.  

    We'll also look at this from our end to see if we can create some concrete steps to reproduce, and if so we'll raise a support ticket with Salesforce.

    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------

    Original Message


  • 6.  RE: Salesforce Lightning Experience - Deleted Field Updates

    Posted 08-07-2018 13:30
    No replies, thread closed.
    Daniel, I've sent you a PM with some details.  Basically, this is a bug within Salesforce, and we have filed a support case with them to notify them of the issue.

    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------

    Original Message


  • 7.  RE: Salesforce Lightning Experience - Deleted Field Updates

    Posted 08-08-2018 12:09
    No replies, thread closed.
    Hi Richard,

    Oddly, I don't see any messages from you in my PM inbox. I appreciate the additional insight though!

    It's very strange that I'm only able to reproduce this bug when I assign myself the PureCloud for Salesforce Lightning call center. 

    I can also see what you mean though, PureCloud is only creating SFDC records on the Activities object.

    Not sure if this may be the culprit, but we did enable screen pops of the case creation page in SFDC, when an inbound call comes in. Basically, we configured PureCloud to use a relative URL to screen pop the SFDC case creation page (for a specific case record type) when an inbound call comes in. 

    We aren't seeing any issues when creating the case, only when updating fields. Do you think this might be the reason?

    ------------------------------
    Daniel Sulaiman
    Counsyl
    ------------------------------

    Original Message


  • 8.  RE: Salesforce Lightning Experience - Deleted Field Updates

    Posted 08-30-2018 14:03
    No replies, thread closed.
    I apologize for not following up on this.  We are still working through the open ticket with Salesforce R&D.  They have reproduced the issue, and are now attempting to figure out how to resolve it.

    ------------------------------
    Richard Schott
    Genesys - Employees
    ------------------------------

    Original Message


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