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User Connector job should allow SFDC User ID to be key field


Userlevel 7
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When a user’s username is changed in Salesforce, it produces a duplicate record in Gainsight’s User table because the User Connector job doesn’t let you select the SFDC User ID as a Key field - the only immutable field on the SFDC User record.

As a result, this is causing duplicate records to be displayed, exported when using SFDC User ID as a lookup value on dashboards, queries, etc.

Even though, yes, a SFDC Username must be unique - it can be changed on the same SFDC record.  The SFDC User ID cannot.  It should be the Key value.

 


10 replies

Userlevel 5

Hello @darkknight, thank you for your post. Looping in the Product Manger to look into this and get back to you. 

Userlevel 7
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yes! Similar puzzlement to why Person upsert key can only be an email.

Userlevel 7
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YES. So annoying to have to ensure the user email is changed on both SFDC and GS ends at the same time in order to avoid this. And then no way to delete the now invalid dupe user! Causes trouble in tagging and lookups.

Userlevel 1

@darkknight @bradleymcg @gunjanm,
Thanks for writing in! We are looking into it - if we can enable SFDC User Id.

Userlevel 7
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@Neha Gupta Support told me yesterday that in Horizon Connectors, we'll be able to select SFDC User ID as the update key, which is great... but then they also told me that any changes made to the SFDC Username field will not get synced to Gainsight and will have to be made manually.  This doesn't quite make sense to me because if a field is editable in Salesforce, it should be able to be synced via Connector.

cc: @bradleymcg @gunjanm 

Userlevel 7
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@Neha Gupta Support told me yesterday that in Horizon Connectors, we'll be able to select SFDC User ID as the update key, which is great... but then they also told me that any changes made to the SFDC Username field will not get synced to Gainsight and will have to be made manually.  This doesn't quite make sense to me because if a field is editable in Salesforce, it should be able to be synced via Connector.

cc: @bradleymcg @gunjanm 

Maybe it’s related to the current behavior where the User connector only imports data meeting the filter criteria once, and then doesn’t action on it even if it’s updated e.g. If you pull in SFDC users with Active = TRUE, they aren’t removed if ActIve=FALSE.

Unless I missed something, the connector doesn’t look at new information period, which is equally puzzling.

 

Reference: “Note: When users are synced for the first time from Salesforce to Gainsight, the Status (Active/Inactive) of them is updated in Gainsight as per their status in Salesforce. If the status of the users is changed in Salesforce, it will not be updated in Gainsight.”

 

Source: https://support.gainsight.com/Gainsight_NXT/01Onboarding_and_Implementation/Onboarding_for_Gainsight_NXT_in_Salesforce/Login_and_Permissions/Sync_Salesforce_Users_to_Gainsight

Userlevel 1

@darkknight @bradleymcg Thanks for mentioning it! 

We are internally working upon to support updation of usernames or any other fields in user object if SFDC User Id matches. Will keep you posted about the ETA.

Curious if there are updates on a solution here - we’re fixing the same problems over and over - unable to correct user IDs and appropriately assign CS teams..

Userlevel 7
Badge +1

@Neha Gupta Support told me yesterday that in Horizon Connectors, we'll be able to select SFDC User ID as the update key, which is great... but then they also told me that any changes made to the SFDC Username field will not get synced to Gainsight and will have to be made manually.  This doesn't quite make sense to me because if a field is editable in Salesforce, it should be able to be synced via Connector.

cc: @bradleymcg @gunjanm 

I’m facing the same issue. There is a massive update to both usernames and emails coming for our users, and when I tested in Sandbox, I noticed the same issue where Username did not get updated when I set SFDC User ID as an identifier. 

 

This will be a major issue for us if it doesn’t get fixed soon. Also, why does the connector even allow me to select SFDC User ID as the upsert key if it’s not going to work properly? This is one of those things that frustrates us admins to no end.

Userlevel 7
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Oh, and we can’t do this in the Rules Engine either. “Username has to be set as identifiers”...why??

 

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