Salesforce Integration - records not updating.

Hello support,

I am attempting to set up a form to automatically update a record for a custom object in Salesforce. I have followed the guide on how to do so (i.e. connected my salesforce account, selected "update record," and mapped it on how to find the record) but, for some reason, it seems to not be able to update the record at all after finding it. For context, I have confirmed that the Salesforce integration has, indeed, found the correct/duplicated record.

There are a few in the action logs list that show no record found, please ignore those as they were experimentations with the mapping and not relevant to my question here.

Ultimately, I have 2 questions that need answer/clarification:

1. How does this integration determine what fields should be updated? Does it use the same mapping from the integration that determines how to find the duplicate record?
2. What would cause this integration to find the correct record but then not update any of the fields?
3. Added context for this question: I have made sure that the field types map (i.e. text field in jotform to text field in Salesforce).
4. I have also ensured that the connected account has the ability to edit the object in question.

Please provide a live agent, as the AI agent has not been able to answer these questions.

Thank you,

Hi Pre-Delivery,

Thanks for reaching out to Jotform Support. I'm an AI assistant here to assist you.

Regarding your questions about the Salesforce integration for updating records:

1. How does the integration determine what fields should be updated?
The integration uses the field mapping you set up between your Jotform fields and Salesforce fields. When you select the "update record" action, you map the form fields to the corresponding Salesforce fields you want to update. The integration does not use the same mapping that finds the duplicate record to update fields; instead, it relies on the specific field mappings you configure for updating the record.

2. What could cause the integration to find the correct record but not update any fields?
Several factors could cause this issue even if the record is found:

• The field mapping for updating fields might be incomplete or missing. Ensure all fields you want to update are properly mapped.
• The connected Salesforce account must have edit permissions for the object and fields you want to update, which you have confirmed.
• Field type mismatches can cause updates to fail, but you mentioned you have verified the field types match.
• Salesforce validation rules or triggers might prevent updates if certain conditions are not met.
• There could be integration errors or limitations not visible in the action logs.

To troubleshoot, double-check your field mappings for the update action, review any Salesforce validation rules on the object, and ensure no automation in Salesforce is blocking the update.

If you need further assistance, I can help guide you through checking these settings.

Give it a try and let us know how it goes.

When I map the fields which need to be updated in the integration it is then no longer able to find the record.

Please give me a live agent to assist.

Hi Pre-Delivery,

One of our Support Team members will take it from here to follow up shortly.

Hi predelivery,

I've checked the integration in your form, and currently, you have it set up to Find the Record. If you want to update an existing record, you'll need to select the Create or Update a Record action in the integration. Let me show you how:

1. Open your form in Form Builder, in Salesforce Integration Settings, click on the Add New Action button.
2. Then, select Create Or Update A Record, and click on Next.
3. Finally, select a Salesforce object from the Select a Salesforce Object dropdown, set up the rest of the options, and click on Save.

Now you'll be able to see the Update Record option in the integration. You can turn it on and map the fields.

If I misunderstood your requirement, can you share a quick screen recording of what’s happening so we can try to replicate it on our end? You can upload it to Google Drive, Dropbox, or record with Loom and send us the link.

After we hear back from you, we’ll know what’s going on and how to help.