When Accounts and Contacts sync but Opportunities are missing or incomplete, the integration user likely cannot see records owned by other users. Configure opportunity sharing to fix it.
Use this article when
- Your Salesforce integration connected successfully, but Opportunity counts in Avid are far lower than in Salesforce.
- Accounts and Contacts synced as expected, but Opportunities are missing or only partially present.
- Your Salesforce org has Opportunity org-wide default set to Private.
Quick checks
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In Salesforce, go to Setup > Sharing Settings and find the Opportunity object.
If Default Internal Access is Private, the API user only sees records it owns. That is the most common cause.
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Confirm the integration user has read access to Opportunity, Account, and Contact in its permission set.
Accounts and Contacts syncing while Opportunities do not usually rules out missing object permissions.
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Check for any Restriction Rules on Opportunity that could be filtering records away from the integration user.
If restriction rules exist, loosen them for the integration user or exclude that user.
Diagnose and fix
If Opportunity sharing is set to Private
Create an opportunity sharing rule that grants the integration user Read Only access to all opportunity records.
- Add the integration user to a new Public Group (for example,
Avid Integration Access). Sharing rules cannot target an individual user directly, so a group is required. - Go to Setup > Sharing Settings > Opportunity Sharing Rules and click New.
- Choose Based on criteria or Guest user access, based on criteria as appropriate. For most orgs, a criteria-based rule that matches all opportunities (for example,
Stage NOT EQUAL TOa value that never exists) is the simplest path. -
Share with the public group you created and set Opportunity Access to Read Only.
Salesforce runs the sharing recalculation in the background. You receive an email from Salesforce when it finishes.
- After the recalculation email arrives, contact LockStep Support to run a full refresh. The opportunity count in Avid should increase to match Salesforce.
If Restriction Rules block the integration user
Edit the restriction rule so the integration user is included in the allowed audience, or add a dedicated restriction-rule exception for the integration user.
If specific fields are hidden by field-level security
Record-level access controls which rows sync. Field-level security controls which columns come through. If some opportunity fields are missing in Avid, grant the integration user's permission set read access to those fields.
Collect diagnostics
- Total Opportunity count in Salesforce versus the count shown in Avid.
- The Default Internal Access value for Opportunity from Sharing Settings.
- A list of any Restriction Rules on Opportunity.
- The integration user's username and assigned profile and permission sets.
- Timestamp of the Salesforce sharing-recalculation email, if already run.
When to contact LockStep Support
LockStep insight: After the sharing rule finishes recalculating, submit a request so we can trigger a full Salesforce refresh. Include the expected Opportunity count in Salesforce so we can confirm parity.