(For General Integration Facts that also apply to the pieces on this page, please review this article)
In many systems, a record can have an "owner", which may be the same or different from the person assigned to do the work, the person who created the record, etc. Each system may track and use Ownership of records in a different way. If record Ownership needs to be conveyed from one system to another by our integration while creating or updating some other record, this is an optional process we offer:
- We set up a preliminary operation that matches owner records between systems before general sync of organization data such as Contacts or Accounts. By doing so, we avoid needing to find this information on-the-fly and greatly speed up all followup operations.
- Some attribute of "user" or "owner" records in both systems must be used to uniquely identify them and match them between systems. For instance, with a typical Dynamics CRM <=> HubSpot integration, we would target the email address to match between CRM SystemUser records and HubSpot Owner records. This means you as the customer must ensure that:
- Every CRM SystemUser has a unique Internal Email Address
- Every HubSpot Owner has a unique Email Address
- Every person who has a CRM SystemUser record also has a HubSpot Owner record, and the email value in each system must be a perfect match
- If there is no match found, depending on the system, the owner of a synced record may be defaulted to specific owner, may default to the owner/user record we use to access your system, or may default to no owner at all.
- When we find a match, we will store the ID of the matching owner record, so that we can find it easily during later sync operations. For a typical Dynamics CRM <=> HubSpot integration, we store the HubSpot Owner ID back on the CRM SystemUser record in a custom field. For other systems, or for more specific requirements, we may store these IDs as non-identifying information in an external database.
- This flow could then be represented this way:
- Once we have the ID matched and stored, in subsequent operations such as syncing Contact information from one system to another, we can examine the owner data of that record and immediately access the target ID the owner represents in the other system.
Some other concerns you should review when considering involving Owner sync through the integration:
- Note that this process does not include copying other fields from one owner record to another (such as Address, Phone Number, etc). In some cases this may be feasible to do, but some systems do not allow customization or writing to these records.
- Since owner records in any given system will likely contain critical internal information, you should carefully consider whether this data should be subject to writes in either direction at all.
- If you have any automation in place that operates on other data as a result of a change of ownership, you should carefully assess the impact a background process like our integration may have on your data at large. Clients who do not fully anticipate these effects are sometimes surprised by a chain reaction of operations caused by our integration changing only a small amount of data.
- For instance, in CRM, changing the Owner of a Contact record may also be set up to cause a cascade effect that modifies ownership of all Activities associated with that Contact. This may or may not be desired, and is also a system-intensive process that may slow down pieces of the integration.
- Likewise, any other target system such as HubSpot, NetSuite, Salesforce, etc. may have workflows or plugins that trigger on ownership change. In addition, in some cases automatic changes to other records may appear as though our integration user was the one to perform them (despite the integration never writing directly to those records), if they are the result of workflows configured to run in the context of the user making the change.