Have you ever had that feeling of finally getting a piece of Salesforce data processing just the way you need it? Everything is working perfectly. You relax and start to think about your next project. Then you get that email from a User: “Hey, I updated this field and someone changed it back on me!” We’ve all been there. We all have a moment of panic when we think we’ve missed something. The question is, why did the field change “for no reason”? This post describes one approach to getting the answer.
First, turn on ‘Set History Tracking’ for the field in question. See Setup->Customize->(an Object)->Fields. At the top of the page is the ‘Set History Tracking’ button.
Next, ask the User to change the field again. You can now see the field value change event (old and new value) in the Record History section at the bottom of that record’s detail page.
If the field has already changed back to its old value, this is the work of a Trigger or Workflow Rule Field Update. Check for triggers under Setup->Customize->(an Object)->Triggers. Check for Workflow Rules under Setup->Create->Workflows and Approvals->Workflow Rules.
If the field kept its new value, check it again tomorrow. If someone or something changes the field, there will be a new entry in the Record History list. Now you know “who” changed the field and “when”. We need to find out “why”.
Hop on over to Admin Setup->Manage Users and click on the User who made the unexpected change to the record. At the bottom of the User detail screen is the Login History for that user. Find the login just before the time of the record change.
If the “Appplication” says “Browser”, the User logged into the Salesforce UI. If it says anything else, you’re starting to get an understanding of which integrated solution or API client is involved. Very often, this will be an Integrated System, such as a Marketing Automation Solution, that has a scheduled data synchronization.
Now you know who to contact and what questions to ask. How you fix it so everyone’s happy is a whole different topic.