Skip to content

Troubleshooting issues with Instant Events Sync from Salesforce to MS Outlook

2 min read · For users on:

In rare cases, instant sync of calendar items from Salesforce to the Outlook calendar may not work as expected. Calendar items created in Salesforce are not saved to the mail server calendar within the configured instant sync time frame (typically 5 minutes or a custom-defined interval). However, these items are still down-synced correctly during regular synchronization sessions.

In this article, we provide instructions on how to troubleshoot and resolve this issue.

Check your managed package version

To stay aligned with the latest Salesforce updates and ensure new features work correctly, Revenue Grid regularly releases updates to the managed package.

To check your current package version and update it if needed, see Update Revenue Grid managed package in Salesforce.

Check the custom setting “ClientID”

One of the reasons why instant sync of calendar items from Salesforce to Outlook may not function correctly is the lack of ClientId value in the CliendId Config custom setting.

  1. Open the Salesforce Setup page.

  2. In the Quick Find box, enter Custom Settings and select Custom Settings from the results.

  3. On the opened page, find the CliendId Config setting.

  4. Click Manage next to it.

  5. On the CliendId Config page, click Edit.

  6. Make sure that the ClientId is filled with numeric value. If it is correctly prefilled, proceed with the next step

  7. If the ClientId field is empty, generate a new client ID by following the instructions in Generate Client ID and Client Secret for Revenue Grid and Salesforce integrations, then enter or paste the generated client ID into the corresponding field.

  8. Click Save to apply the changes.

  9. Next, proceed with checking the custom setting Trigger Settings.

Check the custom setting “TriggerSettings”

The instant sync of calendar items from Salesforce to Outlook may function incorrectly due to misconfiguration of TriggerSettings in Custom Settings.

  1. In the Quick Find box, enter Custom Settings, and select Custom Settings from the results.

  2. On the opened page, find Trigger Settings.

  3. Click Manage next to it.

  4. If the page is empty (see the screenshot below), you must create a new custom setting with a new setup owner.

    1. Under Default Organization Level Value, click New.
    2. Under Trigger Setting Information, select Profile and name it System Administrator.

    3. Click Save to apply the changes.

  5. If a setup owner already exists:

    1. Click Edit next to it.
    2. Make sure that the checkbox Disable InstantSynkTrigger is NOT selected. If the checkbox is selected, unselect it and click Save.

  6. Proceed with connecting Revenue Grid to your Salesforce configuration.

Connect Revenue Grid to your Salesforce configuration

Note

To perform this step, generate your Revenue Grid tenant URL. For instructions, see Generate Revenue Grid tenant URL.

  1. Go to App Launcher.

  2. Enter Connect to RG in the Search field.

  3. On the page that is opened, in the Enter your tenant URL here… field, enter your Revenue Grid tenant URL.

  4. Click Connect.

  5. Next, you will see a standard Salesforce OAuth window. Log in to it with Salesforce credentials to authorize data access for integration.

After connecting Revenue Grid to your Salesforce configuration, instant sync of calendar items from Salesforce to MS Outlook should function as expected.