Problem

After a user registers for an event using the Events app, if the event is integrated with Salesforce, an admin may receive a system message from Soapbox Engage with the following information.

Subject: "Salesforce Integration Notification - Events [<<soapbox-account-prefix>>]"

Body:

Account: <<soapbox-account-prefix>>

App: Events

Type: Salesforce Integration

Sub-Type: Lead record creation failed

Details:

Soapbox Engage attempted to create a Lead record for an Events app registration but failed to do so.

Events App Order ID: <<event-order-id>>

Events App Order Link: https://<<soapbox-account-prefix>>.secure.nonprofitsoapbox.com/administrator/index.php?option=com_events&view=reservation&task=detail&sbxOrderId=<<event-order-id>>

Events App Order Time: <<event-order-date-and-time>>

Here’s some potential causes and solutions for solving this problem.

Possible causes and solutions

1. Salesforce experienced a communication failure during the registration

It is possible that Salesforce org was not responding during the period in which the order was processed. Confirm that your Salesforce org was not experiencing issues at the time of the transaction.

Confirmation

Go to https://status.salesforce.com in a web browser.
In the search bar at the top, enter the Salesforce pod Id or the Salesforce My Domain prefix.
Go to the History tab.
Determine if there was an outage at the time of the transaction.
Go to App Launcher (square icon in the upper-left of the administrator) and type “Users“ in the search bar, and click the User Manager link.
On the User Manager page, ensure that the username exists.

2. A Salesforce validation rule stopped the Lead, Account, Contact, or Opportunity record from being created

If a Salesforce validation rule on the Lead object stopped the creation of the Lead record, Soapbox Engage would be unable to create the Lead record for this event registration. Confirm that no Lead object validation rule would have stopped the transaction.

Confirmation

Login to the Salesforce org.
Go to Setup > Object Manager > Lead > Validation Rules.
On the Validation Rules page, determine if any rules may have stopped Soapbox Engage from creating a Lead record.

Fix

Update the Validation Rule to allow Soapbox Engage to create Lead records such as those stopped by the transaction.

3. A Salesforce duplicate matching rule stopped the Lead, Account, Contact, or Opportunity record from being created

If a Salesforce duplicate matching rule stopped the creation of the Lead record, Soapbox Engage would be unable to create the Lead record for this event registration. Confirm that no duplicate matching rule would have stopped the transaction.

Confirmation

Login to the Soapbox Engage administrator.
Go to App Launcher (square icon in the upper-left of the administrator) and type “Orders“ in the search bar, and click the "Events > Orders" link.
On the Orders ("Reservations Manager") page, click on the name of the registrant for the order missing a Salesforce Lead Record Id.
On the registration page, for the Salesforce Error field, confirm that the error is "Use one of these records?". If not, skip to the next possible cause.
After confirming that the Salesforce Error is "Use one of these records?", it is now confirmed that duplicate matching rules was the issue.

Fix

Follow instructions in the following support article: Why am I seeing "DUPLICATES_DETECTED, Use one of these records?" when creating or converting a Lead?

Additional help

If this article didn't help solve the problem, please create a new support ticket, and include the following details:

Overview of the problem
URL of the page in question
Date when problem was first discovered
Troubleshooting steps taken
Screenshot or video showing the problem
Events App Order ID from the email provided by Soapbox Engage
Events App Order Link from the email provided by Soapbox Engage
Events App Order Time from the email provided by Soapbox Engage