Pc4sf - routing of SalesForce Emails sync error

[jcp]

Hi,

We are setting up routing of SalesForce Emails in PureCloud for SalesForce (Lighting)

1. we got a failed routing request which pointed to a queue Id missing.
2. on running the 'retrieve options' we get the following sync error:

Error occurred while retrieving PureCloud routing options. Message: Upsert failed. First exception on row 35; first error: DUPLICATE_VALUE, duplicate value found: purecloud__PureCloud_Queue_ID__c duplicates value on record with id: a109E000002FT5x: []

I get that we are getting duplicate value of purecloud__PureCloud_Queue_ID__c
What kind of record is a109E000002FT5x
I guess this is a SalesForce Object record, would it be a queue ?

Any idea how to progress ?

Thanks,
Jean-Christophe

[tim.smith]

Please open a case with PureCloud Care to investigate further.

[jcp]

ok, done, thanks

[Richard.Schott]

The problem is that you are fetching multiple queues that have the same name. These queues are distinct queues with different object IDs, but the same friendly name. These queue names get fed into a picklist in SF process builder since the friendly names are actually usable (as opposed to the GUID used to guarantee uniqueness), but Salesforce picklists don't support multiple entries of the same value.

Change the name of one of your queues in your PureCloud org and this error will go away.

[jcp]

Thanks for the suggestion.
I ran through the queue names in PC and there are no duplicate names out of the 116 queues sorted by name (excuse the bad coding, don't know jq well enough to sort out duplicates):

$ curl -s -X GET -H "Authorization: bearer ${token}" -H "Content-Type: application/json" "https://api.mypurecloud.ie/api/v2/routing/queues/divisionviews/all?pageSize=125" | jq '.entities[]|.name' | uniq -Di ; echo $?
0

Changed the name of one queue anyway but still got the same error.

In SalesForce, I checked Object Manager > PureCloud Routing Request > Queue
and got the same count of queues as on the API.

Is there a way to retrieve the record a109E000002FT5x in SF to see which one is causing the 1st issue.

Any other suggestion ?

case#0002536384

thanks,

[Richard.Schott]

you can use the salesforce workbench to return the object. There may be a deleted queue that also exists in the picklist that might need to be permanently deleted.

The important part of this is that the error is a salesforce error. We're attempting to update a picklist with the names of queues we're fetch from PureCloud, and that update is failing due to duplicates. I don't know that PureCloud support is the appropriate avenue to address this because it is a Salesforce error.

[jcp]

Thank Richard, much appreciated.

[jcp]

This problem was cleared in SalesForce, the duplicate object was cleared.

Thanks for your support.