9 Replies Latest reply on Apr 6, 2016 2:45 PM by Liliana Cheng

    Account fields overwritten to null then updating to SFDC record value

    Liliana Cheng

      Hi Community,

       

      This morning we noticed a number of records showing bizarre activity where large volumes of fields went through Change Data Value updates from [null] to [xyz value].

      Edit: this is actually affecting all of the records on account objects from what we've seen, not just a small group. This is not affecting lead records at all. Even stranger is that these same fields went through the same exact Change Data Value updates for three consecutive days beginning on Saturday, March 26th. We cannot see how or why these values keep being set to null, as this data value change is not shown in Marketo's activity log.

       

      For example, the screenshots below are from one contact and you can see that the same fields are being changed over and over again from null to the value on their SFDC record. There is no activity of the field being set back to null, only the field being set to the SFDC value. I've highlighted one specific field where the value keeps changing from null to 7000, but you can see there are a number of fields showing this behavior.

       

      03262016_12am.png

      03262016_0940pm.png

      03272016_0947am.png

      Activity-log-detail.png

       

      Since these are fields on the account object, we thought these changes were made in Salesforce and then synced to the Marketo record. When you open up the activity detail, the reason says synced from Salesforce account. However, we checked with our Salesforce Admin and confirmed these fields were not changed in Salesforce per their activity logs (changed values are documented in the system information section). Furthermore, some of the affected fields (like Minutes to First Contact and First Paying Date) are fields that cannot be edited by any of our Salesforce users, including our Admin. Once these fields are populated, their values do not get updated.

       

      We're very confused and concerned by these updates. Our sync has not been disabled recently and these fields have full visibility between Marketo and Salesforce and the permissions/visibility has not been updated recently.

       

      Could someone please provide insight on how or why certain field values would suddenly be set to null just to re-sync info from Salesforce that hasn't changed?

       

      Thanks,

      Liliana

       

      Message was edited by: Liliana Cheng (typo)

       

      Message was edited by: Liliana Cheng Edit: this is actually affecting all of the records on account objects from what we've seen, not just a small group. This is not affecting lead records at all.