Adobe Sign Agreement Data Sync Back to Dynamics CRM not working automatically

[rajat_sharma]

Regarding - Syncing data back from Adobe Sign sent document to MS Dynamic CRM not working

Issue Description -

- We are using adobe sign in MS Dynamic CRM on-premise 365. We are sending agreements with data fields to be filled/updated by user and sign document and submit.

- This process works fine but issue is even after the user fill document and sign it, the status of Agreement records do not reflect the status as signed = yes. It keeps showing signed = no even after 24 hours after agreement was submitted. Since the status is not updated the data filled in agreement also doesn't sync back to CRM.

- Point to note is when Agreement record is opened in CRM then that record get updated/synced and we can see updated status as signed = yes. Also we can now even see the data gets synced to CRM.

- So the problem is we had to manually open the Agreement form to update status in CRM and sync data back. If we don't open the agreement in CRM it do not update its status. Means adobe sign is triggering some JS script to sync the data to CRM.

- What we can looking for is some sort of auto sync capability. Such that we don't have to open the agreement in CRM. We already get the document in email and signed document can be read from email itself. So our CRM users don't have need to open agreement in CRM and hence auto Syncing is very important.

I tried googling but couldn't find anything. Hopefully someone from adobe can help.

Thanks,

Rajat

[Meenakshi Negi · Accepted solution]

Hi Rajat,

Sorry for the delay in response.

As you have mentioned above, you are experiencing an issue with the data sync with MS Dynamic CRM.

If you are still experiencing an issue with this, I would suggest you to get in contact with the Adobe Sign support team to get this checked.

For the subscribed account, find below the steps to contact support:

• Login to your Adobe Sign account directly via Sign In — e-signature and e-sign Software Solution — Adobe Sign

• Once logged in, check the upper right corner of the page and click the question mark icon.

• It will re-direct you to the page where you get the option to create the support case or to start a chat with the team.

• If you've never logged in this way, use the forgot password option on the login link to set your password.

Hope that helps.

Let us know if you have any questions.

Regards,

Meenakshi

[adam.bunnell@gmail.com]

Was there ever any more detail on this? We are running into the exact same issue with Dynamics 365 on premises. Its not reasonable that a user would have to open the page to update a status.

[fabian_7811]

I know this is an old thread, but google got me here so maybe that accounts for more people.

We experienced the exact same issue. The problem was that the workflows in the Adobe solution triggering the plugin to update the Agreement records had the wrong scope. The owner of the workflows was not in the same Business Unit as the owner of the Agreement records. Changing the scope to "organization" fixed the problem.