Purpose: The purpose of this document is to address the issue of Salesforce projects not syncing with Open Air. The steps below provide instructions on how you can verify if it is a user error or something else.
Who is this for: Service Desk team members
Steps:
1. When you receive a ticket stating the Salesforce projects are not syncing with Open Air, the first step would be to ask the user for the project number / opportunity number.
2. Once you have that, log in to Salesforce Production site- https://login.salesforce.com/
3. Once logged in, ensure the top right hand corner reads 'Sales'. If not, click on the drop down and select 'Sales'
4. In the search bar on Salesforce, type in the project number and click 'search'
5. On clicking search you should see the project associated with that number
Example-
6. Here you need to ensure the two fields below must be -
- Opportunity Record Type = ZeroDay &
- Stage = Closed Won or Closed Won - Verbal NO PO
Opportunities from Salesforce sync with Open Air only if the 2 conditions above are met
- If an opportunity is in stage Closed or Cancelled, it will not sync with Open Air
7. Click on the Opportunity Name. That should open the opportunity details for you.
9. Scroll down to find the section on 'Open Air'
10. Look for the Sync Error message. If the fields don't equal to the above conditions, you would see a message that says 'Record does not meet filter criteria'
11. Reach out to the user to let them know that the projects would sync only if -
- Opportunity Record Type = ZeroDay &
- Stage = Closed Won or Closed Won - Verbal NO PO
12. In the event where the conditions are met, open the opportunity details page by clicking on 'Opportunity Name'
13. Scroll down to the section on 'Open Air'
14. Check if the Open Air Project Id exists, the push to open air and sync in progress are not checked and the Open Air sync error is blank.
15. You then proceed to log into Open Air and find the project using the Id on the Opportunity.
To log in to Open Air, follow the below steps-
1. Copy this link on your browser and hit enter - https://auth.openair.com/login
2. Login with the credentials
3. Click on the three dotted symbol and select Administration
4. Then select 'Global Settings'
5. Select 'Projects'
6. Ensure there are no filters on the view
7. Look for the 'Open Air Project Id' number from salesforce on the Open Air list- Internal Id.
8. You could filter it by clicking the drop down menu below Internal Id
9. If you find the id, look to see if the project stage is 'Closed' or 'Cancelled'
- if it is either of the two, Open Air will not update the project id
- Let the user know, the project needs to be in a stage that is not closed or cancelled
- if it is neither of the two, escalate issue to UE team.