This article provides guidance for users of Oneflow eSignatures and Contract Management for Salesforce to correctly configure permissions, complete required setup, and validate common scenarios before raising a support ticket.
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NOTE Following this guide helps prevent common issues such as:
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Required permissions
Salesforce user permissions
| User type | Required permission set group(s) |
|---|---|
| All users | Oneflow User Group |
| Admin / Setup users | Oneflow User Group and Oneflow Admin Group |
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IMPORTANT If functionality is not working as expected, first check whether the required permission set groups are assigned to the user. |
Oneflow account authorization
Steps for the admin to verify authorization:
- Go to the Oneflow Admin App > Oneflow Configuration tab.
- Check whether the Oneflow account is authenticating correctly.
- If not authenticated, follow the link provided to authenticate with Oneflow. See Integration configuration – Configure.
- Verify the authenticated Oneflow user is:
- Active
- Licensed
Sync issues & how to avoid them
Most sync issues between Salesforce and Oneflow occur due to missing object-level or field-level permissions on the authenticated Salesforce user.
Salesforce → Oneflow (sending data to Oneflow)
The authenticated Salesforce user and users creating contracts must have Read access to all mapped fields.
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WARNING If the user does not have read access to a field, that field will not be sent to Oneflow and may result in incomplete or failed contract creation. |
Oneflow → Salesforce (syncing data back to Salesforce)
The authenticated Salesforce user must have:
- Read access, and
- Edit access to all fields configured for sync back to Salesforce.
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WARNING If edit access is missing, Salesforce updates may fail or only partially update without a visible error. |
How to avoid sync issues
- Use a dedicated integration user for Oneflow authentication.
- Ensure the user has correct object-level and field-level permissions.
- Review permissions whenever:
- New fields are added
- Field mappings are changed
- Permission sets are updated
- Avoid using shared or personal user accounts for authentication.
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NOTE Verifying field-level read/edit access on the authenticated user resolves the majority of sync-related issues. |
Package version & support
- Always ensure you are using the latest version of Oneflow eSignatures and Contract Management for Salesforce.
- Upgrading to the latest version helps prevent known issues and ensures compatibility with Salesforce updates.
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NOTE If you face any issues or need clarification while upgrading the package, feel free to reach out to our support team. |
Mandatory pre-support checklist
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IMPORTANT Please complete all steps below before raising a support ticket. |
- Re-authenticate the Oneflow account.
- Enable debug logs:
- Go to Custom Settings > Log Setup > Manage.
- Click Edit on Default Organization Level Value.
- Enable Debug and Integration Logs.
- Save changes.
- Retry contract creation using a test record.
- Confirm whether the issue affects one user or multiple users.
- Capture screenshots or error messages.
- Review the debug logs for any error messages.
Information required in support tickets
Include the following details when raising a ticket:
| Salesforce Org Type | Production / Sandbox |
| Salesforce Org ID | |
| Authenticated Salesforce Username | |
| Authenticated User Oneflow Account | |
| Test Record URL | |
| Oneflow Contract ID (if available) | |
| Error Message / Screenshot | |
| Steps to Reproduce |
Support channels
If the issue persists after completing this guide:
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CONTACT SUPPORT
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