Removing Installed and Managed Record types

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Why is RC creating new record types in SF? One of our other admins installed on Prod and the it created two new Record Type for Accounts and it has created a mess with our workflows. How where in RC do I got to edit or manage these new Record Types?
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john

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Posted 2 years ago

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Jitender Kumar, Director Application Development

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Hello John, 
Thanks for being a valued RingCentral customer. RC App is actually not creating new record types but has a reference. Can you please provide more details of the issue where it messes up your workflow ? 
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john

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Hi Jitender,

See the attached file. When RC was installed, it created these two Record Types, which removed my standard Type and Vertical Pick List values. These values drive new account creation. We do not use Person Accounts. But the only Record Type that could selected was Person. If I (an admin) tried to Select Business I would say I do not have permission.  So I created a new RT called Standard and added the values back into my picklist for the impacted fields. 

When I change record types my only options are Person and Standard.....

What I don't understand is why RC touches or needs new Record Types....

Does that make sense?

Thanks!

-John

PS -- I did not do the install. Our IT director did, but he is not a SF admin although he does have admin access.
(Edited)
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Jitender Kumar, Director Application Development

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Hello John, 
Sorry for the trouble the App may have caused but I am not very clear on the real problem you are facing in term of how it is affecting your day to day operation in Salesforce for example creating or updating accounts or anything else.  I understand a new Account Record type is created in your Salesforce but it should be harmless as far as we know.  If someone would like to use Person account they have to get it enabled by Salesforce and for you this is not the case since you do not need Person account. 
(Edited)
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john

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I had created additional pick list values for account type that triggered workflow. Your software install creates new mangaged record types thus depricating the values in the picklist that were created. This screws up workflows.
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Louis Benioff

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I second this.  A recent version of the Ring Central App created to Account Record Types (Business Account and Personal Account). By creating the record types, the 100K existing account records in our org are now Uncategorized.  Yes we can update the records, but what is the purpose?
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john

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Exactly!!
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Jitender Kumar, Director Application Development

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Hello John and Loius,  Thanks for your valuable input, We have started working on to see how we can clean this up. Salesforce typically does not allow removing the components from a managed App package. We will have to go through an approval process that we have already requested. Once approved we will test our App to make sure we don't break anything. Once this goes well we will upgrade the app in your Salesforce.  
(Edited)
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Louis Benioff

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Was this ever dealt with.  I still have the record types and I need/want to eliminate them.
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Saadet - Community Moderator, Official Rep

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Hey Louis, our Integrations team will be following up with you on this soon. Keep an eye out for an email from them :)
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Jitender Kumar, Director Application Development

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Hello Louis, 
We have removed the record types from the App package. If you upgrade to the latest version of the app you should not have those record types anymore. 
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john

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Thank you. Let me know if I can help in anyway.
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James Ewing

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Does removing the record types 'Business Account' and 'Person Account' affect the functionality of RingCentral in Salesforce?
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Jitender Kumar, Director Application Development

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Hello James, 
No, removing the record types does not have any impact on functioning of the app
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Louis Benioff

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Also, you can remove one type, but you cannot remove both of them.  Not allowed by the package!!!!
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Louis Benioff

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I installed the new version, but it did not remove the existing record type.
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Jitender Kumar, Director Application Development

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Hello Louis, 
Can you please do it in this sequence -> uninstall the RingCentral App , remove the record type  and  then reinstall the app?  Sorry for inconvenience but If problem persists please contact Salesforce tech support they will have tools to remove the record type. 
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Louis Benioff

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I tried. Got this error:

Data Not Available The data you were trying to access could not be found. It may be due to another user deleting the data or a system error. If you know the data is not deleted but cannot access it, please look at our support page.

Error ID: 821936881-599 (1914111084)
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Dave Kruh

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Louis, were you ever able to get your app package uninstalled? 

I ask because we are experiencing the exact same issue. We are currently trying to uninstall and re-install the app package to resolve a problem with call activities automatically being logged to the incorrect lead. 

I tried uninstalling the app and was told that I couldn't because Accounts had been created with those Account Record Types. So I created my own, new account record type, updated those affected accounts so the app uninstall wouldn't have a conflict and now I've got the exact same problem you are having. 

We were told by RC support to contact Salesforce support on the issue and Salesforce essentially told us, "it's a known bug, sorry, we don't have a fix," and gave us this link on the issue: https://success.salesforce.com/issues_view?title=unable-to-uninstall-managed-package&Id=a1p3A000000mP2n
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Louis Benioff

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No, I'm stuck like you are. Perhaps RingCentral can put some pressure on SF.
(Edited)
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Saadet - Community Moderator, Official Rep

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Hey Louis and Dave,

I'm going to have our team contact you both individually about this.
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Louis Benioff

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Have not heard from anyone as of yet.
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Saadet - Community Moderator, Official Rep

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Hey Louis, I followed up with my colleague regarding this. Did he contact you yet?
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Louis Benioff

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He did, but he completely mis-understood the issue I was having.
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Saadet - Community Moderator, Official Rep

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I'm so sorry, Louis :( Would you mind forwarding me the emails that you have had with him to community.support@ringcentral.com? I will follow up with this as soon as possible!
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Dave Kruh

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Saadet, I still have not had anyone reach out regarding the package uninstall issue.  
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Jitender Kumar, Director Application Development

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Hello @Louis @Dave, I sent a separate meeting request to both of you