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Field Updates not working in Salesforce Esignature

  • 25 April 2024
  • 7 replies
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The Field Updates I have set up in an envelope template in Salesforce are not working as I expect. I have them set to update the Status of the record when the envelope is sent, and then when it is completed (per the first screenshot). I have a custom button for the envelope template set up on the record, but when I send the envelope through that button, the Status remains in “New” (per the second screenshot). Is there something I am missing in regards to something else that needs to be set up in the envelope template?

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Best answer by Christopher.Alpizar 1 May 2024, 00:05

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Hello @gburns9

 

Thank you for reaching out here, we want to welcome you to the Docusign Community, I appreciate you bringing your question to this Community.

 

I apologize for the inconvenience, we value your business and we are committed to providing you with the best service possible. Thank you for bringing this matter to our attention, I know the importance of having the information displayed as needed. I understand that you have created some Field Updates in Salesforce but they are not working as expected.

 

To better assist you, can you provide the current version of the DocuSign for Salesforce that you are using?

 

Instructions on how to view the version of Docusign for Salesforce your Salesforce organization is using can be found in the Setup of your Salesforce organization. This applies to all Docusign for Salesforce packages, including Docusign eSignature for Salesforce, Legacy Docusign eSignature for Salesforce, and Docusign for Salesforce CPQ. Docusign for Salesforce - What Version of Docusign eSignature for Salesforce Am I Using?

 

Have you tried the below troubleshooting?

 

  • Clear cache/cookies
  • Try a different browser(s)
  • Try an Incognito window
  • Try a different device
  • Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
  • Try using VPN, or if on one already, disconnect from VPN and try again

 

 

Note: Some advanced features and options are supported only in specific DocuSign plans. Your account plan might not support some options discussed in this help topic. Contact your account administrator for more information about which options are available for your account. Or, visit our Plans and Pricing web page for more details on the features included with your plan. Compare eSignature plans & pricing.

 

Let us know if you need further assistance.

 

Best regards,

 

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

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Hi Christoper,

 

We are on version 6.4 of docusign.

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Hello @gburns9

 

Thank you for reaching back, to clarify is the package called Docusign for Salesforce or Docusign Apps Launcher?

 

Let us know if you need further assistance.

 

Best regards,

 

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

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It is Docusign Apps Launcher.

Userlevel 3
Badge +11

Hello @gburns9

 

Thank you for reaching back,

 

To clarify did you tried the below troubleshooting?

 

  • Clear cache/cookies
  • Try a different browser(s)
  • Try an Incognito window
  • Try a different device
  • Try a different Internet network, such as on a mobile device using data with Wi-Fi disabled.
  • Try using VPN, or if on one already, disconnect from VPN and try again

 

Let us know if you need further assistance.

 

Best regards,

 

Christopher | Docusign Community Moderator

"Select as Best" below if you find the answer a valid solution to your issue.

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Did you get this to work as expected? I am unable to get the field updates to work on my template. I am also sending from a custom URLFOR button. I have field updates when it is Sent, Completed, Voided and Declined and none of them are working as outlined. 

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@etemkin I ended up submitting a case with Docusign support and got on a call with one of their customer service reps. Turns out they had never turned on a feature for our account that allows for the field updates to happen. They turned it on during the call, and the field updates worked as expected from that point.

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