You might see that the Dropbox Community team have been busy working on some major updates to the Community itself! So, here is some info on what’s changed, what’s staying the same and what you can expect from the Dropbox Community overall.
Forum Discussion
Documents stored in Dropbox are automatically deleted when changing Salesforce 'Case' owner
We are using the Dropbox for Salesforce integration. Our customer service agents create support 'Cases' in Salesforce. We have accompanying documents that are a part of that support case which are stored in our Dropbox Business Team account.
We need those accompanying documents to stay with the support case they are associated with.
However, when we need to transfer the support case to a different customer service agent (change ownership of the case in Salesforce) the accompanying documents are automatically deleted from Dropbox and we have to go into Dropbox and restore them.
How do we fix this problem—any suggestions?
Thanks!
- Walter
Dropbox Staff
Hey readydesk, sorry to hear you're having issues with this.
Can you please clarify if you're a team member or the team's admin and if you've been through the Help Center articles I linked to?
Have you maybe reached out to our Support team about this? If so, please share your ticket ID so that I can look it up in our system too.
Thanks!
I am a Team Admin. We are experiencing this same issue. We have been trying to resolve this for the past 20 days during which time the issue was escalated to Advanced Support. I have yet to hear back.
Issue #1
We are using Case(s) that have accompanying documents that are a part of that particular support Case. The files are stored in Dropbox.
When we transfer the case to another team member, this changes the ownership of the Case in Salesforce and the accompanying documents are automatically deleted and placed into the Dropbox Deleted folder, requiring us to restore the files after each transfer of ownership.
Issue#2
During this deletion process mentioned under Issue #1, the person transferring ownership of the case receives an error - "Line 713, Column 1 script-thrown exception"
Issue #3
Sometimes during the ownership change, referenced in Issue #1, multiple folders are being created when trying to restore the deleted files.
Any thoughts of how to fix this?
Shame on me for not reading the contract earlier, but if you cancel your account, there is no refund. No protections for lack of service either.
- Hannah
Hey 1sharpshooter, thanks for the nudge here and sorry to see you'r having these issues.
Can you please give us the ticket number for your communication with our support team, so we can look it up on our end?
Thanks!
The ticket number is 21598537
Hi,
I have the Dropbox for Salesforce package installed. when I create a folder in dropBox via Salesforce and click enter, nothing happens(i can not create a folder). When I add the file earlier, the problem does not occur. Has anyone had a similar problem?- Nancy
_Stefan, did you have the chance to contact our support team directly about this?
If not, you’ll need to make sure you’re logged into your Business account first, and then open a ticket or chat/call via this link.
