Sometimes I feel like a marriage counselor of two totally dysfunctional mates. Solomon and CRM are two different personalities, with different values, and they have to live in the same house and "Make Nice." Sometimes they are just not ready and they don't behave in predictable ways, and most of the time they are definitely not on the same page. So here we go with another form of bad behavior.   

In CRM, if you deactivate the customer, any associated orders or invoices will fail to update. Now a user in CRM might deactivate a customer for many reasons: they are a dead beat, they have moved, they are not in business any more, etc.   In Solomon, a customer may go inactive for many of the same reasons. In Solomon, though, I can still take a payment or update an order. This fires an update back to CRM which then fires this error every time:

We can tell that a user performed the deactivation and not the system because the last update user would be "Integration," not a Named user. This account in question on that order was deactivated by a user last week. 

 Additionally, the order in question was canceled in Solomon.  

So here is the scenario: 

1) Customer calls in to place an order to be delivered next week.

2) We create a new customer, take the order, and get the credit card information.

3) Week goes by and the order is ready. The credit card is run through for authorization. 

4) Card is denied........

5) Sales person gets mad and deactivates customer in CRM and tells accounting to put customer on Credit Hold and cancel the order.

6) Order fires an update into CRM.

7) That update fails because the account is in a read-only state. 

Our suggestion is not to consider it an issue with integration but as a Biz Process issue. 

First.  Get a credit card authorization application for CRM and Solomon that Pre-Authorizes the card at the time of the order. If you had this functionality, you would not have had to cancel the order to start with.

Second.  Make Account maintenance an administrative function. So the Account Manager can't deactive the account, but the person who manages the Customers in Solomon should be the one who oversees the deactivation process in CRM, too. Integration will force the company to think of the Customer Data in both apps as 1 database, as integration is going to try to keep them in sync. So if you make a change in one that doesn't effect the other right away, then you are headed for trouble. 

We do not address this issue in our integration.  If a user deactivates an account in CRM then we are hog-tied. I had to manually reactivate the account, run the dts, then deactivate the account.  The error went away.