Salesforce — Notes and Attachments Not Connecting to Bookings

Issue

Notes or attachments added in Salesforce are not appearing in the corresponding Sertifi file room or booking record.

Why this happens

This is caused by a missing or incorrect email address in the Real Time Updates failure notice field in the Sertifi portal, combined with a profile permissions issue in Salesforce. When RTU events fail silently (no failure notice is configured), errors go undetected.

Additionally, the Salesforce user profile may be missing Read/Edit permissions on one or more required Sertifi objects.

How to fix it — Step 1: Check Real Time Updates

1. Log in to your Sertifi Classic portal.
2. Go to Administration > Account Settings > Real Time Updates.
3. Confirm the integration is showing as successful. Click Test to run a live check.
4. Look for a failure notice email field — make sure it has a valid email address so that integration failures are reported.
5. If the test fails, use the Connect Real Time Updates process to reconnect. Only a Super Admin with the Salesforce org credentials can reconnect RTU.

How to fix it — Step 2: Check Salesforce profile permissions

1. In Salesforce, go to Setup > Manage Users > Profiles.
2. Open the profile of the user experiencing the issue.
3. Select Object Settings.
4. Check the following objects and ensure all available field permissions are enabled for Read and Edit: EContract Activities, EContract Parameters, Sertifi DataMaps Items, Sertifi DataMaps, EDocuments.
5. Also check Payment Layout and Sertifi eContract object — ensure Booking fields have Read and Edit access.

Still need help?

Contact Sertifi Support at [e-mail] with your portal name and Salesforce Org ID.