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Question

Writeback from DocuSign to Salesforce Not Working After Upgrade?

M
Newcomer
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Hello,

We recently upgraded our DocuSign eSignature App (Version 7.13.1) and DocuSign Apps Launcher (Version 6.12). 

Once we upgraded DAL first, one of our users started experience issues. The user is able to send the document from the application object but none of the documents write back to the DocuSign Status object. However this functionality works for every other user in the org that sends out applications. This user has the same profile, permission sets as everyone else as well. We have had tickets with Salesforce and DocuSign and nobody knows why this one user doesn’t have their documents write back. 

I can also confirm the documents are being sent because he’s able to see them in the DocuSign website.

If you have any ideas, I would love to hear them, pretty please! :)

2 replies

M
Community Moderator
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Hello ​@MeennaW,

 

Thank you for reaching out, and welcome to the Docusign Community! We appreciate your question and want to assure you that we are fully committed to providing you with the best service possible. 

 

We have had tickets related to this with Salesforce and DocuSign. In this scenario, it would be best to create a support ticket with our team so they can help troubleshoot this issue further.

 

However, I see that you already opened a Support case. I sincerely apologize for the inconvenience. Can you please send me a private message with your case number so I can connect with the dedicated team to further review it?

 

Feel free to let us know if you need any more help.

 

Best regards,

Melanie | Docusign Community Moderator

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

M
Community Moderator
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Hello ​@MeennaW,

 

I hope you are doing well.

 

Just checking to see if you are you able to provide the information that I previously requested? If so, please do so in a reply to this question so that I am able to further assist you with your issue.

 

Let us know if you need further assistance. Thank you!

 

 

Best regards,

Melanie | Docusign Community Moderator

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

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