Salesforce Case Comments Are Missing from Snowflake Destination

Issue

The CASECOMMENT table is included in the connection schema. However, some records are missing from the Snowflake destination.

Environment

• Connector: Salesforce
• Destination: Snowflake

Resolution

To resolve this issue:

1. In Snowflake, query the CASE_COMMENT table to determine whether it contains the affected case comments:

   SELECT id, parent_id, comment_body, _fivetran_deleted, _fivetran_synced
   FROM <database>.<schema>.case_comment
   WHERE parent_id IN ('<affected_case_id>');
   

2. In Salesforce, ensure the connection's authenticating user can query and view the affected CaseComment records. Where applicable, grant the user View All access to bypass sharing restrictions.

3. In Fivetran, go to your connection's Schema tab and find the CASECOMMENT table. Then, remove any row filters that may exclude the affected records.

   Changing a filter triggers a table re-sync.

4. Re-authorize the connection:

   i. Go to the connection's Settings tab.

   ii. Click Edit connection.

   iii. Click Re-Authorize Connection.

5. If Salesforce stores the comments in a custom object, such as Case_Comment__c, ensure the object:

   • Is accessible to the authorizing Salesforce user.
   • Is returned by the Salesforce /sobjects API.
   • Is included in the connection schema.

Cause

This issue occurs because Salesforce stores case comments in the separate CaseComment object rather than in fields on the Case object. We can't sync the comments if the object isn't selected, filters exclude the records, or the authorizing Salesforce user lacks access.

Comments stored in a custom object, such as Case_Comment__c, must be configured and selected separately.