Salesforce not logging calls

[rmdudley]

I have two separate instances where call logging was working just fine and have now stopped working. The contact is found but the call task is not created. The verbose debugging error is:

2022/02/23 16:20:52.851|30554|0056|Erro|Exception during call reporting: System.Exception: Server returned a non successful status code - HTTPStatusCode=BadRequest - Reason=Bad Request - Content=[{"message":"field integrity exception (Guest users cannot be record owners.)","errorCode":"FIELD_INTEGRITY_EXCEPTION","fields":[]}]

3CX systems are on V18. Have worked with the salesforce support and they don't see anything wrong on their side.

 

[Anaphylaxis]

I don't use salesforce but to me this error message screams look at the user permissions -> Guest users cannot be record owners
Looks like a non-existent / guest user is specified as the record owner

 

[rmdudley]

Thanks for the reply. Without getting into the details this is not what the issue is. I have a ticket open with SFDC but they have yet to pinpoint the issue, I also think that v18 Update 3 has resolved other issues as well.

 

[edossantos]

When 3CX creates call journaling entries, it assigns them to the matched contact/lead/account, and the Salesforce agent. The Salesforce agent is identified by the email, which should match the email you configure for the 3CX extension. Then, if this mapping results in a guest user in Salesforce, this might be the issue. You should probably check what users you have in Salesforce, and the email addresses you have for them.

 

[rmdudley]

Thanks for the reply. Without getting into the details this is not what the issue is. I have a ticket open with SFDC but they have yet to pinpoint the issue, I also think that v18 Update 3 has resolved other issues as well.

Thane

When 3CX creates call journaling entries, it assigns them to the matched contact/lead/account, and the Salesforce agent. The Salesforce agent is identified by the email, which should match the email you configure for the 3CX extension. Then, if this mapping results in a guest user in Salesforce, this might be the issue. You should probably check what users you have in Salesforce, and the email addresses you have for them.

Ernesto,

Thanks for the reply. Yes your comments were somewhat right. It turns out that our Gust user in Salesforce had the same email as the admin and it was picking up the guest user first.

So with Salesforce make sure there are not duplicate email addresses for the users.

That said, I think V18 added the requirement to check email instead of the extension. Your CRM integration guide should be updated.