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Review and Test Ticketure Entity Field Mapping

Learn how to review field mappings between Ticketure and Salesforce, test synchronization, and troubleshoot missing or unexpected field updates.

Overview

Entity Field Mapping controls supported field relationships used by the connector. Start with a specific question: “Which Ticketure value should update which Salesforce field, on which record, and in which direction?”

A saved mapping is configuration. A controlled transaction confirms whether the intended behavior actually occurs. Available mappings, navigation, and supported behavior depend on the installed connector version and entity.

Before you begin

Identify the source value, destination object and field, sync direction, and one linked test record. Note whether you are working with a standard Contact, business Account, or Person Account. Record the existing configuration before changing it.

Steps

  1. Open the Ticketure Connector's configuration in Salesforce and locate Entity Field Mapping. Depending on the installed version, this may be exposed through the connector configuration or Setup → Custom Settings. If using Custom Settings, locate the relevant mapping setting and select Manage. Confirm the labels in your org rather than assuming a menu path from another version.
  2. Locate the mapping for the entity and value you are investigating.
  3. Review the source field, destination field, entity, and supported direction. If direction is not displayed as an editable option, confirm the supported behavior before changing the mapping.
  4. In Object Manager, check the destination field's API name and data type. Make sure the incoming value is compatible and the field is writable.
  5. Check permissions and other automation that might overwrite the value. Review any applicable sync settings or record-level exclusions.
  6. Make one supported change in a sandbox and save.
  7. Use a linked test record and enter a distinctive, valid value in the source system. Use test data rather than personal information.
  8. Trigger the supported sync action for that direction and field. A configuration change alone may not update existing records.
  9. Review the related Event Queue or logs where applicable and check the destination record's actual field value.
  10. If testing both directions, test each direction separately. Document the result before applying the change more broadly.

Example: phone mapping

For a standard Contact, you may expect Ticketure User Phone to populate Contact Home Phone. Check the supported mapping and then test that exact destination field.

Person Accounts require separate attention. Account Phone and Person Home Phone are different fields. A Contact mapping does not establish that the connector will write to Person Home Phone. Confirm the connector's supported Person Account behavior and inspect the actual field updated by the test.

Entity mappings and survey responses

If the incoming value is a survey answer or campaign-related value, review the relevant Survey/Campaign Transformation Rules as well. An entity field mapping alone may not govern that transformation. Confirm that the transformed value fits the Salesforce destination field's format and allowed values.

Confirm the result

Record the source value, exact destination field, direction, test record, and outcome. Confirm processing completed and that the intended field changed to the expected value.

Troubleshooting

The wrong field changed: Confirm the entity and direction, inspect the actual API names, and check whether Person Account-specific handling applies.

Nothing changed: Check linked identity IDs, sync configuration, exclusions, permissions, and whether the supported sync action occurred. Inspect errors where available.

The update failed: Check field type, allowed picklist values, date format, required fields, and validation rules.

The value changed and then changed back: Review field history, if enabled, and investigate flows, other integrations, or later payloads.

The requested destination is unsupported: Capture the current mapping, observed behavior, connector version, and one reproducible example for Ticketure Support.

Information to include in a support request

  • Salesforce object and destination field API name.
  • Ticketure entity and source field.
  • Sync direction and connector version.
  • One affected record or identity ID and relevant Event Queue ID, if available.
  • Expected value, actual value, and approximate test time.
  • Mapping screenshots with sensitive information masked.