Troubleshooting Salesforce issues

Salesforce

1. The Related list shows 0 or no records in Salesforce custom objects

Symptoms

You created a Responsive project directly from a Salesforce record, and the project data appears correctly in your Salesforce reports. But when you open the record's page layout on a custom object (for example, a custom Case object), the RfpioDetail related list still shows 0 records.

Before you begin

• You must have Administrator permission in Responsive, as well as System Administrator privileges in Salesforce to configure or troubleshoot the RfpioDetail relationship.

• Responsive must already be connected to your Salesforce instance.

• This applies to custom Salesforce objects. Standard objects (Account, Lead, Opportunity) work out of the box and don't need this setup.

Cause

Standard Salesforce objects are linked to Responsive project data automatically. Custom objects are not — Responsive doesn't know which custom object the project data belongs to until you map it. Until that mapping exists, the project is created and reports correctly, but the related list on the custom object's layout has nothing to display, so it shows 0 records.

Fixing this takes three steps: map the object in Responsive, confirm the relationship in Salesforce, and add the related list to the page layout.

Resolution

Step 1: Map the custom object in Responsive

1. In Responsive, go to Organization Settings > Integration > CRM.

2. Click Configure next to Salesforce.

3. In the Report Field Mapping section, select your custom object (for example, Case).

4. Click Save.

Step 2: Confirm the relationship in Salesforce

1. In Salesforce, go to Setup > Object Manager and open your custom object.

2. Click Fields & Relationships.

3. Confirm there is a Lookup or Master-Detail relationship pointing to the RfpioDetail object. If it's missing, create it before continuing.

Step 3: Add the related list to the page layout

1. In Object Manager, open your custom object and click Page Layouts.

2. Open the layout your users see.

3. From the palette, drag the RfpioDetail related list into the Related Lists section of the layout.

4. Click Save.

Step 4: Verify the fix

Create a new Responsive project from a record of your custom object. Open the record, the RfpioDetail related list should now show the project.

2. A "Destination URL not reset" error displays in Salesforce sandbox

Symptoms

When working with a Salesforce sandbox, you may encounter errors or blank results when trying to sync objects or search for opportunities during project creation.

• Receiving a 400 error with the code URL_NOT_RESET ("Destination URL not reset. The URL returned from login must be set").

• Search results for Salesforce objects (like Opportunities) appear blank even though the connection seems active.

• Salesforce objects fail to sync during project creation.

Before you begin

• You must have Administrator permission in Responsive, as well as System Administrator privileges in Salesforce to configure or troubleshoot the RfpioDetail relationship.

• Ensure the Responsive managed package is correctly installed and configured in your Salesforce sandbox.

Cause

This issue typically occurs when the Salesforce connection in Responsive is configured using the default sandbox login URL instead of your organization's specific custom Salesforce sandbox domain. As the stored instance URL points to the generic sandbox entry point, authentication and API requests are not correctly routed to your specific sandbox instance.

Resolution

To resolve this, update the Salesforce configuration in Responsive to use your custom sandbox URL, and ensure the Admin account connection is enabled.

Step 1: Update the Salesforce configuration in Responsive

• Go to Organization Settings > Integrations > CRM > Salesforce.

• Locate your sandbox instance and click Edit (or the gear icon).

• In the Connect To section, select the Custom Domain URL option.

• Enter your organization's custom Salesforce sandbox domain URL (for example, https://yourcompany--sandboxname.my.salesforce.com).

• Select the Connect using Admin account instead of individual user account checkbox.

  • Note: If this is not selected, the instance may not appear as an option when creating projects, intakes, or custom fields.

• Click Save.

Step 2: Refresh the connection

Once the custom URL is saved, a green indicator appears at the top of the configuration. Refresh the connection to update the instance URL.

• In the Configure section, locate the account connection status just below the instance name (top left).

• Click to confirm the new account configuration.

• Click Sync to update the associated fields.

This sequence ensures the instance URL is refreshed to the custom domain across the platform.

Step 3: Verify

• Attempt to create a project and search for a Salesforce object. Data should now populate correctly, without the error.

3. A "Redirection to an Outside Website" error displays in Salesforce

Symptoms

When clicking the Intake or Connect to Responsive button in Salesforce, the page fails to load and displays the error: "This page has been blocked due to a redirection to an outside website."

Cause
This error occurs when the baseURL setting in Salesforce points to a different Responsive domain than the one you are currently using. This is common when testing in a Salesforce sandbox if the baseURL still points to the Responsive production site (app.rfpio.com). Salesforce identifies this as an unauthorized outbound redirect and blocks the page.

Resolution

Step 1: Update the baseURL in Salesforce

1. In Salesforce, navigate to Setup.

2. Search for and open Custom Settings.

3. Click Manage next to Responsive Settings.

4. Locate the baseURL entry and click Edit (or click New if it does not exist).

5. In the ResponsiveBaseUrl field, enter the exact Responsive domain for your environment:

   • Production: https://app.rfpio.com

   • Sandbox: https://sb01.rfpio.com (or your specific sandbox URL)

   • Custom Domain: Your organization's custom Responsive URL.

6. Click Save.

For more detailed instructions, see Configuring the Salesforce integration in Responsive.

Step 2: Verify Salesforce Trusted URLs

1. In Salesforce Setup, go to Security > Trusted URLs.

2. Ensure your Responsive domain (e.g., app.rfpio.com or sb01.rfpio.com) is listed.

3. If it is missing, click New to add it to the allowlist.

Step 3: Check Button Configuration

1. Confirm the Intake button's Content Source is set to URL.

2. Confirm the Behavior is set to Display in existing window with sidebar or header.