Cannot Add a New Connection
Answered
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Environment Observed
- Where was the issue observed? NA Elite
- Account Name: City of Seattle - Office of Arts & Culture (Seattle ARTS)
- Account ID: account-4147-Aaccount-412-A
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Is this a converted account?
- Unknown
- Date Converted (if known)
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Issue Scope
- All users
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Was the issue reported by the client?
- No
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What’s the problem?
- Cannot configure new connection for this customer. Missing from the account list and the option to add is missing on all accounts
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Is the issue reproducible?
- Yes
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If reproducible, where?
- Any account on any Production instance
- NA Account: Any but you can test with, Crystal Bridges & The Momentary (account-4467-A)
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Steps to reproduce the issue
- Sign into Elite as a Root User
- Click on an account (City of Seattle - Office of Arts & Culture (Seattle ARTS))
- Click the Gear on the account slider
- Go to Momentus Connect
- Observe there are only ⅓ of the customers listed as options to add.
- Click on a different account and try to add a connection
- note the missing authenticate button
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Expected behavior
- Users with the same permissions would be able to edit the integration
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Workaround identified?
- No
- Please see Confluence page of what configuration should look like
https://ungerboeck.atlassian.net/wiki/spaces/PMO/pages/1295876238/Internal+Guide+Setting+Up+Elite+Customers+on+Outlook+Calendar+Integration
Helpful Screenshots:
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Elizabeth Fox Victor Nogales Junior @... @...
I wasn't entirely able to tell if this is strictly a Connect issue or if it was Elite so I've tagged all in an effort to get the correct eyes on this quickly. If you can advise which product to log a Jira issue under, I'm happy to do so.
This is preventing us from setting up Outlook Calendar Integration for 2 customers currently. -
Kristi Miles , it looks like this is in Momentus Connect, so will defer to Victor Nogales Junior and @...
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Hello Kristi Miles ,
The reason only one-third of customers have been created so far is that our initial migration script applied very strict data quality checks. We are now preparing a second wave of migration to significantly increase the percentage of migrated customers.Please note that customers will not be denied access to Momentus Connect if their corresponding record has not yet been created. They can still browse the marketplace and submit app requests as usual.
The only impact for missing customers occurs at the request-approval stage. As you experienced, the “Seattle City” customer did not appear in the list. Until the second wave of migration runs (planned for the week starting September 27), please reach out to us directly—we can create the customer manually for you.
In the meantime, the customer “City of Seattle – Office of Arts and Culture” (Corresponding Salesforce Account)has now been created in Momentus Connect AMER.
Please let me know if you encounter any further issues.
Thanks,
Victor
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I have another client that is missing from the list in EMEA that I need to add the Outlook Integration to, do we have a timeline for when the rest of the clients will be added? Or is there a process for getting individual clients added as needed until that has been completed?
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Hello Emma Whitlock ,
We plan to complete the migration, or at least the majority of it, with our next major release, targeted for the end of October. In the meantime, please continue adding clients as needed.We understand this is not the ideal situation, and we are actively working to get it fully resolved. Thank you for your patience.
Victor. -
Victor Nogales Junior sounds good, where can I find the process for adding a particular client, should that be a Jira? I need to add the Outlook Integration for Caudan Arts Centre in Elite.
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Victor Nogales Junior just wanted to bump this as I need to get the Outlook integration added for Caudan Arts Centre in Elite. Thanks!
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Hello Emma Whitlock ,
I recorded a video, “Creating Customers in Momentus Connect”, creating your customer, Caudan Arts Centre, in Momentus Connect EMEA, so that you can follow these steps in future cases. As I'm saying in the video, you will need the superuser role. Send me a message if you need help with that.
We also have this internal article, “Map Customers to a Salesforce Account", available. @Linda Moyer, I realised we could include more information in this article based on the video I recorded.
I hope that helps.
Thanks. -
Victor Nogales Junior Just sent you a message with Javier on it to request this role be given to everyone in Support working on Elite.
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Victor Nogales Junior I need to have Charleston Coliseum and Convention Center account-1253 on NA added to Connect as we do not yet have the superuser role for anyone on our team. Still waiting on that.
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Hi Alex Weygandt , apologies for the delay. We are scheduling a training session and granting super user roles to everyone in the support team next week.
In the meantime, I created the customer for Charleston Coliseum and Convention Center. Please confirm if you can't find it.
Thanks, Victor. -
Victor Nogales Junior Yep, that worked! I have the client set up. Thank you!
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Victor Nogales Junior Could we please have Elite account Kurbetriebe Oberstdorf (account-26-A) added to the EMEA Connect so we can add the Outlook integration? Thanks!
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Victor Nogales Junior Could you please add the Elite account - One Events account-466-A added to the EMEA Connect? I will need to add a new user to help manage the Outlook configuration for them.
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Hello Emma Whitlock , apologies, I was travelling last week and only catching up with messages today.
Kurbetriebe Oberstdorf (account-26-A) is now created in EMEA PROD.
Thanks,
Victor. -
Hey Alex Weygandt , could you confirm this is the right customer?
https://gomomentus.lightning.force.com/lightning/r/Account/001TR00000EPa9uYAD/view
Thanks,
Victor. -
Victor Nogales Junior Yes, that looks correct.
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Alex Weygandt , done!
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Victor Nogales Junior Could you please add the Elite account - FedexForum account-2329-A added to the NA Connect?
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Ignacio Gargallo , done.
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