Items unexpectedly orphaned or not restored in ConnectALL Orphan Management

Products

• ConnectAll On-Prem
• ConnectALL
• ConnectAll SaaS

Issue/Introduction

In ConnectALL, records may unexpectedly appear in the orphaned section of Related Artifacts or fail to restore (resurrect) after being returned to the flow. This typically occurs due to changes in project mapping or flow filters.

Symptoms

• Items are marked as orphaned in the Related Artifacts section.
• An increase in orphaned items is observed following a configuration change.
• Items that are returned to flow are not automatically synchronized or restored.

Environment

• ConnectALL On-Premise
• ConnectALL SaaS

Cause

This behavior is usually caused by one of the following:

1. Project Removal: The project containing the items was removed from the automation's project mapping. Even if the project is re-added later, the items remain in an "Orphaned" state in the database until a new event occurs.
2. Flow Filter Constraints: A change to the flow filter excludes existing synchronized items, causing them to be flagged as out-of-flow.
3. Lack of Update Activity: ConnectALL resurrection rules require an update event on the record to trigger the restoration process. If a record is moved back into flow but not updated, it remains in the orphaned state.

Resolution

To restore items that have returned to flow but are still marked as orphaned, follow these steps:

1. Verify Mapping: Ensure the project and any relevant flow filters are correctly configured to include the affected records.
2. Trigger a Manual Update: Perform a minor update (e.g., modify a description or a custom field) on the affected record in the source system.
3. Verify Synchronization: Check the ConnectALL Activity Monitor to confirm the record is processed. Once the update is synced, the item is "resurrected" and removed from the orphaned list.

For more information on managing orphaned records, see Troubleshooting Orphan Management in ConnectALL.