Salesforce reconciled accounts status are either 'Inactive' or 'Suspended from Import Service'

[Community_User]

Originally posted on November 24 2021 at 17:45 UTC

Team,

Integrating Saviynt with Salesforce for creating and managing the Salesforce accounts and access.

While importing the accounts from Salesforce, all the imported account's status are either 'Inactive' or 'Suspended from Import Service'.

I checked the configuration and followed the steps as mentioned in the Salesforce connector guide to setup but the issue still persists.

Appreciate any input if anyone has come across to similar issue or knows what could be the root cause of it.

Additional Information(Below JSONs are used):

> ACCOUNT_FILTER_QUERY : UserType = ‘Standard’

> ACCOUNT_FIELD_QUERY : Id,Username,IsActive,Name,FirstName,LastName,Email,Alias,Department,Country,ProfileId,Title,UserType,LastModifiedDate,AccountId,LanguageLocaleKey,TimeZoneSidKey

> FIELD_MAPPING_JSON : 

{

  "accountfield_mapping": {

    "accountID": "Id~#~char",

    "name": "Username~#~char",

    "displayName": "Name~#~char",

    "customproperty1": "FirstName~#~char",

    "customproperty2": "LastName~#~char",

    "customproperty3": "Email~#~char",

    "customproperty4": "Alias~#~char",

    "customproperty6": "Department~#~char",

    "customproperty7": "Country~#~char",

    "status": "IsActive~#~bool",

    "customproperty10": "IsActive~#~bool",

    "customproperty11": "ProfileId~#~char",

    "customproperty12": "Title~#~char",

    "customproperty13": "UserType~#~char",

    "customproperty14": "LastModifiedDate~#~date",

    "customproperty16": "AccountId~#~char",

    "customproperty18": "LanguageLocaleKey~#~char",

    "customproperty19": "TimeZoneSidKey~#~char",

     "customproperty21":"featureLicense~#~char"

  }

}

> STATUS_THRESHOLD_CONFIG : 

{

  "statusAndThresholdConfig": {

    "accountThresholdValue": 1000,

 "statusColumn": "customproperty10",

    "activeStatus": [

      "true", true, 1],

    "deleteLinks": true,

    "lockedStatusColumn": "customproperty22",

    "lockedStatusMapping": {

      "Locked": [

        "1"

      ],

      "Unlocked": [

        "0"

      ]

    }

  }

}

[Community_User]

Originally posted on November 24 2021 at 20:37 UTC

Rohit,

Just write a query in the data analyzer at the account level for that endpoint and see what is the value in customproperty10 for the accounts attributes.

As per you logic, any values with true and 1 is supposed to be active.

Regards,

Avinash Chhetri

[Community_User]

Originally posted on November 25 2021 at 10:14 UTC

Yes Avinash, that is the same understanding even I have. But somehow accounts status are not active in Saviynt.

As per your suggestion, I checked in DB there are 4829 accounts for which CP10 is true. Not sure if there is any configuration which needs to be enabled for making account status as active upon matching condition.

Just to confirm, Did you find anything wrong with our configuration shared above which might be causing this issue?

[Community_User]

Originally posted on November 30 2021 at 16:10 UTC

Rohit,

I also se that in the STATUS_THRESHOLD_CONFIG , you are using customproperty22 which is not maped to any Salesforce attribute.

I'd suggest you to check the logs and see what error you see when it triggers the logic in STATUS_THRESHOLD_CONFIG.

Regards,

Avinash Chhetri 

[Community_User]

Originally posted on November 30 2021 at 17:45 UTC

Yes Avinash, As per Freshdesk doc, mapping of CP22 is not mandatory I think.

Here is what connector guide says - By default, the connector saves the Freeze and Unfreeze status into customproperty22 before Release v2020.0. In later versions of EIC, you can save the status in any customproperty.

However, I have tried with/without cp22 mapping but it doesn't make any difference.

[Community_User]

Originally posted on December 1 2021 at 00:59 UTC

Rohit,

Did you get a chance to take a look at the logs ?

Regards,

Avinash Chhetri

[Community_User]

Originally posted on December 2 2021 at 12:56 UTC

Yes Avinash, We are having some issues with account import.

Below message from logs:

2021-12-02 11:43:25,689 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - batch state: Queued

2021-12-02 11:43:25,689 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - batch is not completed after 5 seconds again calling checkBatchState

2021-12-02 11:43:30,689 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - callService url:>>>>>> https://xyz(changed)my.salesforce.com/services/async/34.0/job/7509E00000J4G01QAF/batch/7519E00000FNL...

2021-12-02 11:43:30,830 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - getting batch Failed state, Please check the job

2021-12-02 11:43:30,920 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - callservice url:>>>>>> https://xyz.my.salesforce.com/services/async/34.0/job/7509E00000J4G01QAF/batch/7519E00000FNLQ1QAP/re...

2021-12-02 11:43:31,012 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - Deleting job for object: UserLogin

2021-12-02 11:43:31,012 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - callService url:>>>>>> https://xyz.my.salesforce.com/services/async/34.0/job/7509E00000J4G01QAF

2021-12-02 11:43:31,566 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - Job for UserLogin is closed.

2021-12-02 11:43:31,566 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - frozenUserSet = []

2021-12-02 11:43:31,566 [quartzScheduler_Worker-3] DEBUG provisoning.SalesForceProvisioningService - Got data from Server, Total accounts: 0

Not sure why the batch are getting failed state and unable to import any accounts. Access import are running fine but issue with account import.

Anything you can suggest would be much appreciated.

[Community_User]

Originally posted on December 2 2021 at 15:47 UTC

Hi Rohit,

Is that all the error you see in the logs ? Is it possible to send additional details/exceptions, if any ?

Regards,

Avinash Chhetri

[Community_User · Accepted solution]

Originally posted on December 17 2021 at 11:40 UTC

Hi Avinash, 

We have opened a ticket with Saviynt on this issue and seems it's a connector level problem in the current version(SSM V5.5 SP3.5). The same configuration we tried on V2021 and worked perfectly fine.

Thanks for your help!