Salesforce Integration Troubleshooting

This is designed to assist members of implementation and support teams who are either installing or supporting the Salesforce Integration. The items listed in this ever-growing document cover potential issues one may encounter when working with the integration, along with steps to take to investigate and alleviate those issues. Salesforce error logs refers to the Error Logs tab in Salesforce, which can be found by selecting the BeyondTrust RS Integration and then clicking the Error Logs tab. This section assumes you have a base knowledge of both Salesforce and Remote Support.

Session Key button or tab gives This Site Can't Be Reached error

This error appears in Salesforce Classic when the Remote Support Web Session Key button is clicked, and in Salesforce Lightning when the Generate Session Key button under the RS Session Key tab is clicked.

Make sure the the appliance hostname for the BeyondTrust Secure Remote Access Appliance Configuration record is set to a valid hostname and that it is reachable on the network.

Generate Session Key or Web Session Key button gives Unauthorized Endpoint error

The full error may look something like:

Warning: HTTP Exception: Unauthorized endpoint, please check Setup-> Security -> Remote site settings. endpoint = https://support.example.com/oauth2/token.

This error manifests itself in Salesforce Classic when the Generate Session Key button is clicked, and in Salesforce Lightning when the RS Session Key tab is clicked.

Make sure the the appliance hostname for the BeyondTrust Secure Remote Access Appliance Configuration record is set to a valid hostname and that it is reachable on the network.

Nothing happens when the Remote Support Session Key button is clicked

This button is intended to launch the Remote Support Representative Console.

Make sure the the appliance hostname for the BeyondTrust Secure Remote Access Appliance Configuration record is set to a valid hostname and that it is reachable on the network.

Make sure the name of the appliance is set to Default.

Generate Session Key button or RS Session Key tab or RS Jump tab gives Appliance configuration "Default" was not found error

This error occurs whenever the default appliance is not named Default. The name field is different than the hostname field, which contains the Secure Remote Access Appliance address. The name field is arbitrary, but the first or only one in the list must be set to Default.

Make sure the name of the appliance is set to Default.

Error validating parameter 'queue_id': The representative could not be found

If you get an error stating, Error validating parameter 'queue_id': The representative could not be found, this indicates that the Salesforce user who is trying to generate a session key is not mapped to a Remote Support user. Typically, an LDAP store is used for both Salesforce and Remote Support; thus usernames in each system match exactly.

If an LDAP store is not used and the usernames between Salesforce and Remote Support do not match exactly, the usernames must be manually mapped so that when a session key is generated, a Remote Support user can be found.

For more information, please see Add Remote Support Username to User Layout in this integration installation guide.

Requested support representative is not available at this time

If you get an error stating, Requested support representative is not available at this time, this indicates that the Use repRep Console for Session Keys setting is unchecked in the Secure Remote Access Appliance configuration AND the representative that is mapped to the Salesforce user who generated the session key is not logged into the Remote Support Representative Console.

Have the representative log into the Remote Support representative console OR check the Use Rep Console for Sessions Keys box and the representative console is launched if it is installed on the representative's workstation.

Support Sessions aren't being written to Salesforce

If support sessions aren't being written in Salesforce, there could be a communication issue. First check to ensure communication is open from Remote Support to Salesforce.

Login to the Remote Support /login interface and ensure Support Session End is checked on the HTTP Recipient for the Outbound Event. If Support Session End is not checked, check the box, save the HTTP Recipient, then run another support session and see if the record is written to Salesforce.

If the Outbound Event looks good, login to the Remote Support /appliance interface and run a TCP test to the hostname of the Salesforce instance on port 443. If the TCP test yields a non 200 response, recommend the network team be involved to determine if there is a network block in place, such as a firewall or network rule.

Ensure the outbound event HTTP Recipient URL is set to http://salesforce-beyondtrust-site-hostname/bomgar/BGIntegration__SessionUpdateHandler and matches the URL of the site which was created in the Salesforce Installation guide.

Double-check and reset the OAuth Client ID and OAuth Client Secret fields on the Secure Remote Access Appliance record in Salesforce. It's very common that this OAuth Client Secret value is copied to the clipboard, but the API Account record is never saved in Remote Support /login. We recommend that you copy the value and immediately save the API Account, then paste the value in the Secure Remote Access Appliance record in Salesforce. Run another support session. If the Support Session record still does not show up in Salesforce, check the BeyondTrust RS Integration Error Logs tab in Salesforce to see if there are any errors that may shed light on why the record isn't being written.

Data is missing from the Support Session in Salesforce

If data is missing from the Support Session record, it's possible the Remote Support event types have not been updated or only a subset of the event types have been set to be imported for each support session record that is written to Salesforce.

Identify which pieces of data are missing, then check the Selected Event Types field under the Secure Remote Access Appliance configuration in Salesforce to see if a subset of the events are set to be imported. If you don't see any events, it's possible the Event Types were never imported into Salesforce, as outlined in the Installation guide for this integration.