Salesforce Troubleshooting & Helpful Tips

Review this article for troubleshooting content and helpful Salesforce tips. 

• Why doesn’t MRR reflect the latest Contract value?
• Object Deletion in Salesforce
• What action is required when an Outage and Salesforce connection disruption happens?
• Can a Renewal Opportunity be created from an active Contract?
• Why is the Charge ID not appearing on the Plan in Salesforce?
• Why is a Closed Won Ordway Opportunity not automatically creating a Contract?
• Can we limit what is shared from Salesforce?
• Why is my Contract not Syncing Automatically?
• Why are Contracts changing to Active Automatically?
• What causes Aggregate Query Exception?
• Best Practices: Usage Syncing
• Auto-renewal % increases twice applied
• Sync Only Specific Subscriptions from Salesforce to Ordway
   

Why doesn’t MRR reflect the latest Contract value?

Reference: Formulas or inherited fields synced to Salesforce

In some cases, inherited or formula fields in Ordway that are mapped to Salesforce may not immediately display the correct values. 

Example

The MRR field on the Subscription is calculated asynchronously in Ordway. Because of this, the webhook may not send the most up-to-date value.

Recommendation
To ensure accuracy, schedule a nightly sync so Salesforce receives updated values.

Object Deletion in Salesforce 

Deleting an object in Salesforce requires specific configuration.

• In Setup → Custom Metadata Type → Ordway Contract, the Allow Delete checkbox is unchecked by default.

• This prevents accidental data loss, as deleting data in Ordway can trigger cascading deletions in Salesforce.

Recommendation
Customers may enable Allow Delete only if they fully understand the risks and explicitly need to support deletions.

What action is required when an Outage and Salesforce connection disruption happens?

Follow the steps outlined in the Salesforce refresh guide: refresh the Salesforce connection. 

Can a Renewal Opportunity be created from an active Contract?

No. Salesforce requires a Change Opportunity to exist before a Renewal Opportunity can be created.

Why does the Charge ID not appear on the Plan in Salesforce?

There are times when the Charge ID does not appear on the plan that’s synced to Salesforce. 

Issue Resolution Checklist

1. Check if the mapping for ChargeID  is in place from Settings > Integrations > Salesforce Integrations.
2. Check if the Charge ID is passed correctly on the Plan by navigating to Operations > Webhooks logs in Ordway and identify the subscription and the plan associated with it.
   
3. Check if the Charge itself has the Charge ID. This is when the Charge is added manually (ad hoc charge) instead of charge being associated with the plan; in which case the Charge ID will not be present. 

4. If all Configurations are correct, check for Validation Rules or workflow triggers for your company in Salesforce that could possibly remove the charge ID.

Why is a Closed Won Ordway Opportunity not automatically creating a Contract?

Navigate to Ordway Settings in Salesforce and check if the Contract settings under Automation is enabled to Yes. Ordway Settings > Automation > Contract Settings

Can we limit what is shared from Salesforce?

1. We only want Salesforce users to see transaction and payment history, but not take payments or initiate leads to Ordway.

Or 

2. We do not want certain set of users to access some Objects on Salesforce such as Plan Picker or Ordway CPQ

Yes! You can customize data shared between Ordway and Salesforce, as well as what actions specific users can take. A Salesforce Admin can create custom permission sets from the Salesforce Setting.

Why is my Contract not Syncing Automatically? 

Review Contract Settings to ensure automatic syncing. Ordway Settings > Automation > Contract Settings) enabled for Automatic Sync.

Why are Contracts changing to Active Automatically? 

When this happens, review the Automation Settings under Contract Settings. 

What causes Aggregate Query Exception?

Root Cause

Salesforce has a limit of 200 rows for direct assignment of aggregate query results. When an aggregate query returns more than 200 grouped results, this exception displays.

Best Practices: Usage Syncing

While it is technically possible to sync usages into Salesforce, please note the following:

• High Volume: Large usage datasets can degrade Salesforce performance.

• Ordway Recommendation: Most customers do not sync usages to Salesforce.
  Instead, they analyze usage data directly in Ordway, which is optimized for high-volume processing.

Auto-renewal % increases twice applied

To help businesses account for factors like inflation, annual rate adjustments, or contractual escalations, Ordway allows you to automatically apply a percentage-based price increase at the Subscription level during contract renewals. This is managed through the Auto Price Change on Renewal setting.

When a contract is renewed, a percentage-based price increase can be automatically applied at the Subscription level. This is known as an Auto Price Change on Renewal. The price adjustment is automatically reflected in the renewed contract during the renewal process.

Example

If the list base price for a subscription charge is $100 and the Auto Price Change on Renewal is set to 4%, when the renewal contract syncs to Ordway, the list price automatically updates to $104.

Notes

• To update the Auto Price Change on Renewal, Ordway recommends making the change in the Original Opportunity.
• When modifying the list base price of a contract during the renewal process, Ordway advises removing the existing subscription charge and linking the opportunity to a new charge with the updated pricing.

Sync Only Specific Subscriptions from Salesforce to Ordway

Follow these steps to sync only certain types of Subscriptions to Ordway:

Step 1: Disable Automatic Syncing

• Go to the Ordway settings page.
• Turn off Automatic Syncing of subscriptions.
• Note: With automatic sync enabled, subscriptions will automatically sync to Ordway when the Opportunity reaches a certain stage. 

Step 2: Create a Custom Field

• In Salesforce, create a custom field on the Opportunity object.
• This field will help identify which subscriptions should be synced.

Step 3: Set Up a Workflow

• Create a workflow rule that uses filters based on the custom field value.
• Example: Custom field value is "cat", configure the workflow to:

1. Automatically create the subscription.
2. Sync the subscription to Ordway.

By following these steps, only the Subscriptions that meet the specified criteria will sync to Ordway, while all others remain unaffected.