cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 
Announcements
Learn all about how Alex on the Community team used Dropbox in college here!

Dropbox installs & integrations

Connect your tools and content together with help from the Dropbox Community. Join a discussion or post a question of your own to get started.

cancel
Showing results for 
Show  only  | Search instead for 
Did you mean: 

Salesforce Case Merge

Salesforce Case Merge

ImplementedPort
Explorer | Level 4

Hey fellow Dropboxers,

Does anyone else use Dropbox for Salesforce? We use this feature only with Account records, but we have recently encountered some problems when trying to use Salesforce's new Case Merge functionality. Specifically, we receive a red error box with the following text:

Couldn't merge records
Dropbox_for_SF.DropboxCaseTrigger: execution of AfterDelete caused by: System.SObjectException: Invalid field MasterRecordId for Case (Dropbox_for_SF)

Has anyone else encountered this or a similar issue?

13 Replies 13

Re: Salesforce Case Merge

Fiona
Dropboxer

Hello @ImplementedPort

I am here to help! :nerd:

I understand that this error you are posting about, is in the Salesforce interface and comes up when performing steps via the Salesforce platform. Correct?

It would be truly helpful for me and the rest of the Community to see what you are referring to. So, if it is not a problem, please add a screenshot of this error.  I also want to know the exact steps you are taking to end up receiving this error. 

Thank you!


Fiona
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
:arrows_counterclockwise: Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Re: Salesforce Case Merge

ImplementedPort
Explorer | Level 4

We start out by selecting the "Merge Cases" button on the Case object in Salesforce. This is a new feature rolled out by Salesforce that is currently in beta phase. 

 

Merge Cases button.PNG

From there it is a matter of selecting another 1 or 2 cases you want merge the current one with (maximum 3 total).

choose cases.PNG

We are then invited to compare the two cases, to see which field values are different from one case to another, and select which value(s) we want to keep.

Compare cases.PNG

Then, upon attempting to merge, we receive the following error:

Case Merge error.PNG

Re: Salesforce Case Merge

Fiona
Dropboxer

Can't thank you enough for the screenshots! You make it easier for other users to understand the problem and participate in the thread. :dart:

Since the Salesforce merge feature this is still under testing ( Beta) it is normal to have unexpected behaviors with corresponding apps. The error clearly mentioned the issue reflects to your Dropbox that is unable to reflect the merge of Salesforce cases, to assist you the best way possible, I would like to send your case to a specialized member of my team. 

Would that be OK with you? 

I can use the email address associated with your Community Profile to create a case number for you. 

Let me know if you would like me to proceed escalating this. 


Fiona
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
:arrows_counterclockwise: Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Re: Salesforce Case Merge

ImplementedPort
Explorer | Level 4

Hi Fiona,

Yes, absolutely, please escalate as required. I would have thought that while this Salesforce feature is in beta phase, this is the perfect time to raise such issues and help them be rectified as best I can.

Please let me know if you need anything else from me.

Re: Salesforce Case Merge

Fiona
Dropboxer

I just emailed you, so we can verify your account and investigate the error log with Salesforce merge (Beta). Just respond to the email and I will take it from there with our team.

Thanks so much for reporting this. You help us help you and other users! :innocent:


Fiona
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
:arrows_counterclockwise: Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Re: Salesforce Case Merge

JGrasso
New member | Level 2

Has there been any resolution to this issue?  I'm faced with the exact same problems... dropbox is up and running on other objects, but not on cases... and case merge is not working due to a conflict of some sort.

Re: Salesforce Case Merge

Fiona
Dropboxer

Thanks for adding up to this thread @JGrasso

Can you let me know more about this conflict please? Are you getting an error mentioning the conflict? Screenshots showing all you see will help me investigate. 

Thank you!

 

 


Fiona
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
:arrows_counterclockwise: Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Re: Salesforce Case Merge

JGrasso
New member | Level 2

It's the exact same issue (screenshots and all) as the person who initiated this case.

Re: Salesforce Case Merge

Fiona
Dropboxer

Thanks for confirming the error is exactly the same. Where do you see the conflict you mentioned? 

Note:pushpin: This Salesforce feature is still on a Beta version for Salesforce. 


Fiona
Community Moderator @ Dropbox
dropbox.com/support


Heart Did this post help you? If so, please give it a Like below. 
:white_check_mark: Did this post fix your issue/answer your question? If so please press the 'Accept as Solution' button to help others find it.
:arrows_counterclockwise: Still stuck? Ask me a question! (
Questions asked in the community will likely receive an answer within 4 hours!)

Poll
Do you work or study in the creative industry? If so, which area?
If you use Adobe, don't forget to check out our latest integrations update here.
Who's talking

Top contributors to this post

What do Dropbox user levels mean?
Need more support?