Namespace Data not always populated on SaaS Subscriptions in Zuora/SFDC
Problem
We recently identified a set of subscriptions with missing namespace data, both in SFDC and Zuora. This results in SFDC users unable to generate complete reports or view relevant customer subscription data. This seems to be an intermittent issue impacting only some SaaS subscriptions.
This issue originally implementing passing namespace data to Zuora: https://gitlab.com/gitlab-org/customers-gitlab-com/-/issues/1989
Background
The likely causes for missing data values are as follows:
- Zuora data null prior to (sync integration) implementation - expected since the work was move forward only. Technical work would be to backfill the data from GitLab.com-CustomersDot data.
- Zuora data null post implementation - could be one of two causes:
- Sales-assisted subscription in which the customer hasn't connected their namespace to the subscription yet. There's no technical work here.
- Data sync issue, somewhere between Zuora-CustomersDot-GitLab.com, data is out of sync. Technical work would be to find the data issue, resolve it, and push the data to Zuora.
-
SFDC data null prior to the latest work to bring the data in (I'm not sure of the date tbh) - I'd defer to the team who implemented the work, I'm not sure if they backfilled data which existed in Zuora.identified the subscriptions with missing data are blank in Zuora as well -
SFDC data null post the latest work to bring the data in. - would be the same root cause as 2.2 aboveidentified the subscriptions with missing data are blank in Zuora as well
Details
- Export of all SaaS subscription records in SFDC & Zuora (as of June 23, 2022): https://docs.google.com/spreadsheets/d/1tHBoqBoD71oal9KrXvGynY9BjsdWO0XSLdF99yMAO7c/edit#gid=164804043
CDot is updating the gitlab namespace id and name info to see how the update is executed. It happens here using the
subscription.update
method. Under the hood, this method leverages the Zuora Action/Update API endpoint which as we've found out is considered sort of a legacy endpoint.
Proposal
- Identify the reason for certain SaaS subscriptions not being populated with Namespace information in SFDC
- Update the current process to ensure all SaaS subscriptions have these data points populated
Result
Namespace data is accurately populated in Zuora and SFDC on a go-forward basis. Once the fix is in place, customers-gitlab-com#4460 (closed) will be used to update the historical data.