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readydesk's avatar
readydesk
New member | Level 2
3 years ago

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 ...
Third Party Integrations
1sharpshooter's avatar
1sharpshooter
Explorer | Level 3
2 years ago

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's avatar
    Hannah
    Icon for Dropbox Staff rankDropbox Staff
    2 years ago

    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!

    • 1sharpshooter's avatar
      1sharpshooter
      Explorer | Level 3
      2 years ago

      The ticket number is 21598537

      • Nancy's avatar
        Nancy
        Icon for Dropbox Staff rankDropbox Staff
        2 years ago

        Thanks for the ticket number, 1sharpshooter!

         

        I was able to locate it in our system, and I’ve left an internal message to our team, so that they can also see your post here.

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