FAQ: Salesforce Field Sync — User Fields Not Populating in Rocketlane

Created by Advaith R, Modified on Fri, 20 Mar at 8:29 PM by Advaith R

Plan Availability
Essential
Standard
Premium
Enterprise

Q1: I established a field synchronization between Salesforce and Rocketlane, yet a user-type field isn't filling in Rocketlane when a project is initiated. What is the reason?

A: This is anticipated behavior, and not a bug. For single user fields in Rocketlane (such as "BD Lead" or owner-type fields), the value transmitted from Salesforce during the project creation sync must be in one of two acceptable formats:

An email address that corresponds with the email of an active Rocketlane user, or
An integer that specifically contains the Rocketlane User ID. If the Salesforce field conveys a value in any other format at the time of project creation, Rocketlane will not be able to link it to a valid user, resulting in the field remaining empty.

Q2: The field mapping appears correct in the integration setup, yet the field still does not populate. How is that even possible?

A: Having the mapping configuration correct does not assure the sync will succeed — the data format of the value sent from Salesforce is also crucial. If the mapped Salesforce field does not include a recognized user email or Rocketlane User ID right when the project creation sync occurs, Rocketlane will not be able to validate the value, and the field will remain empty. This represents a data format mismatch rather than a configuration error.

Q3: The field is being filled in Salesforce via a Flow, Process Builder, or automation - could this be the cause of the problem?

A: Yes, this is indeed a probable cause. If the Salesforce field is set or modified by an automation that executes after the initial project record creation event, the value may not yet exist when Rocketlane's sync operates. Rocketlane only retrieves the field value at the moment of the project creation trigger. If the value is applied to the field later, it will be overlooked. Ensure the field is already filled prior to project creation for the sync to register it accurately.

Q4: What is the suggested solution to ensure the user field syncs correctly from Salesforce?

A: Modify the Salesforce field mapping so that the synchronized field holds the email address of an active Rocketlane user at the time the project creation sync is initiated. Specifically, link the Rocketlane user field to a Salesforce field that contains the vendor/user email — this is the most dependable format for Rocketlane to associate the value with the correct user.

Q5: Does this issue impact all users, or just certain individuals?

A: If the underlying cause is a data format mismatch (i.e., Salesforce is sending an unsupported value), the issue will impact all users for that field, not just a single user. Verifying whether the problem arises across multiple users is a helpful initial step in differentiating between a user-specific configuration issue and a wider field sync format challenge.