Overview

You find that the Playbooks Play Status, Playbooks Next Step Due Date, Playbooks Step, or other Playbooks field is not being transferred to the corresponding record in Salesforce. The value shown in Playbooks does not match the value displayed in Salesforce. Reviewing the Sync Log, you find one of the following errors:

• Playbooks Play Status: bad value for restricted picklist field: [Play Status]
• INVALID_OR_NULL_FOR_RESTRICTED_PICKLIST
  
• InsufficientAccess 

You are experiencing this issue because the sync process tried to populate any of the Playbooks fields (such as "Playbooks Play Status") into Salesforce, but faced an error due to an invalid status value. 

After you install one of the unmanaged packages available for Playbooks on Salesforce you get access to a lot of new fields, including the Play Status. However, if your SF configuration does not recognize any of the values the Playbooks field can contain, there will be a sync error. Also, the field may take several hours to sync, which may be caused by a backend issue in Playbooks.

Prerequisites

• Admin access to Salesforce.
• Unmanaged package has been installed.

Solution

1. Access Salesforce as an admin.
2. Go to Setup > Object Manager and click on Contact.
   
   
   
   
3. Click on Fields & Relationships.
   
   
   
   
4. Search for the Playbooks Play Status field
   
   
5. Open the field by clicking on it.
6. Scroll down to Inactive Values and click on Activate for all values that should be enabled for Play Status. 
   
   

   Note: When the Restrict picklist to the values defined in the value set option is enabled for the field under the Picklist Options section, all records with a Play Status that is not allowed (not included in the Values list), will not sync correctly

7. Ensure that all required statuses are included in the Values list. 
8. Save all changes.

If the issue persists, check the Playbooks status page to see if there is an ongoing service degradation and if not, try following the steps from the troubleshooting article Issues when Syncing Data With CRM. If the issue persists and there is no ongoing incident, submit a ticket for our support team to investigate the case, including the following information:

• Email addresses and CRM UIDs for the affected users
• CRM UIDs for the records that are not syncing

<supportagent>

If a customer reports that the Play Status field is not syncing or syncing after several hours, check if there is an ongoing outage. If there is no outage, try TKB steps for such issues and if nothing solves the issue, escalate the case to SaaS.

Note: The syncing of contacts or accounts is performed every 12 hours, but activities (tasks) should be syncing almost instantly (like Play Status in this case are), and if there is a several hour long delay it needs to be escalated to SaaS. 

</supportagent>

Testing

After the changes in configuration have been made in Salesforce, the value of the Play Status and other Playbooks fields for the record will be synced correctly. You can confirm this by accessing the record in Salesforce and reviewing the Playbooks fields.