0

I'm having some issues when it comes to activities that are related to contacts, that are not appearing on the opportunity said contact is on.

In the specific example that was brought to my attention, I have the following:

Josh is a contact. Josh has items under 'past activities' as recently as nov. 5th, 2018. Josh shows as a contact role, and has the 'primary' box checked, on an Opportunity. That is the only opportunity he's on. On that opportunity the most recent item under past activities is back on 5/23/18.

I'm on LEX as well, just in case that makes a difference. I was thinking it could have something to do with allowing users to relate a contact to multiple accounts, but this contact in particular is only related to one. I was also thinking it could be related to not having the "Roll up activities to a contact's primary account" box checked. Again though, my thought process there is this contact is only on one account.

Improve this question

1 Answer 1

Reset to default
1

Activities have two "connection" fields, which are called "Name" and "Related To" in the user interface, and WhoId and WhatId under the hood.

The WhoId is always a person - a Contact or Lead. If Shared Activities is turned on, it can be more than one Contact. The WhatId is something else - a record of any object that is configured to support Activities.

Salesforce automatically performs some "roll-up" type mechanisms to surface Activities in timelines that make intuitive sense. One example of this is the ability to roll Activities up to related Accounts, even if the Account is not the WhatId on the Activity.

The full details of how a related Account is determined are documented here. What's important to know, though, is that this applies only to Accounts. There's no roll-up to Opportunities unless the Opportunity itself is the WhatId, the "Related To" entity.

Hence, if you want your Activities to show up on the Opportunity page, you need to relate them to the Opportunity - not just to a Contact that has an Opportunity Contact Role on that Opportunity.

Improve this answer
6
  • Hey David - Thank you so much for the in-depth info. In looking at the opportunity I referenced above, I'm seeing emails that I had sent to another contact that's related to this opp. That being said, those emails were sent from inside of Gmail, not the send email global action on the record layout. Why might the emails be showing for that contact, but not for another one, that is listed on this same opp? The activities that aren't showing I believe are emails being sent through Gmail as well. Are you suggesting we use the send Email global action, to send an email to the contact, and leave
    – Devin Pearman
    Commented Nov 14, 2018 at 18:53
  • (^^continuing, ran out of characters) leave the "related to" field as the opp? Then it would show who was emailed on the opp's past activities, but would it also show up on the contact record's past activities? @david-reed
    – Devin Pearman
    Commented Nov 14, 2018 at 18:55
  • I do not know why Gmail messages might be showing or not showing - I don't use that integration and I'm not familiar with how it relates records.
    – David Reed
    Commented Nov 14, 2018 at 19:18
  • Populating the Contact as the Name and the Opportunity as the Related To link will definitely result in the activity showing on both of those records, as well as the Opportunity's Account.
    – David Reed
    Commented Nov 14, 2018 at 19:19
  • when you say 'populating the contact as the name', are you referring to sending an email via the send email action, and just making sure the contact is the "to" address? Sorry to be so specific, just want to make sure I get what you're saying.
    – Devin Pearman
    Commented Nov 15, 2018 at 15:55

You must log in to answer this question.

Not the answer you're looking for? Browse other questions tagged .