Marketing Cloud Connect Triggered Sends From Name is updated to defaults if its value is 'Record Owner'
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Marketing Cloud Connect Triggered Sends From Name is updated to defaults if its value is 'Record Owner'

Marketing Cloud Email Studio , Marketing Cloud Integrations , Marketing Cloud Sending

Last updated 2020-06-09 ·Reference W-5366759 ·Reported By 1 users

No Fix

Summary
As a Marketing Cloud Connect (V5 integration) user, when I create a Triggered Send and set the From Name as the 'Record Owner', in an hour of activation, the 'Record Owner' gets changed to use the account default from name and email address.

Repro
1. Set up a triggered send in the Triggered Send section of Salesforce > Marketing Cloud Connect
2. Override From Name/Email Address and choose RECORD OWNER
3. Activate it.
4. Confirm that the record owner is set correctly (from name = RECORD OWNER)
5. Wait an hour at least and go back into the triggered send definition in Salesforce and see that this has been changed and this is shown in the history of the triggered send as well.

Workaround
This requires a workflow that will revert the triggered send From Email and From Name fields back to their original values. Once the workflow is created, you can go back into any affected triggered sends, deactivate them, and update it back to use "Record Owner".

1. Begin by creating a new workflow under "Setup > Workflow & Approvals > Workflow Rules"
2. From the Object picklist, select "Triggered Send"
3. Configure the workflow rule:
a. Give the rule a meaningful name and description (optional)
b. Evaluate the rule on creation and every time the record is edited
c. Rule criteria should be set if formula evaluates to true: AND(PRIORVALUE( et4ae5__FromName__c ) = 'Record Owner', et4ae5__FromName__c <> 'Record Owner', et4ae5__Active__c = true) This will apply the workflow only if the from name was originally 'Record Owner' and the update is trying to change the value. The check on the Active flag is to prevent the workflow from executing if the user is trying to edit an existing Triggered Send, since the trigger must be inactive in order to modify from the Salesforce UI.
4. Create a "Field Update" workflow action to update the From Name
a. Give it a meaningful name and description (optional)
b. Set the Field to Update to "From Name"
c. Use a formula to set the new value: 'Record Owner'
d. Save & New
5. Create another "Field Update" workflow action to update the From Email
a. Give it a meaningful name and description (optional)
b. Set the Field to Update to "From Email"
c. Set the text option to a blank value (null)
d. Save and Done
6. Verify the workflow is set up as described, and click Activate

Reported By (1)

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