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Data sync of rich text fields
Daniel Sternegard avatar
Written by Daniel Sternegard
Updated over a week ago

In Planhat, you have access to some powerful text editor functionality, right inside your customer database. Log extensive notes, describe tickets in-depth, or summarise an expansion campaign you are running with a customer.

To understand it's capabilities - dive straight in! This is available for custom rich text fields and for most system Description fields (like Tasks, Notes, Issues, Campaigns).

However, here we will clarify some things related to a common challenge: how to sync formatted text fields between systems? It's challenging because more often than not, each system has its own formatting rules and standards.

Rules of syncing rich text fields to other systems (eg, SFDC):

  1. If you want a bidirectional sync to accurately work, then the fields in both systems should be of the same type (eg, plain-plain text, or rich-rich text)

  2. If you have different formats (eg, plain text in one system, and rich text in Planhat), then you need to set the field sync to undirectional (and, for extra security, lock the field from being edited in Planhat)

    1. Eg. if you sync SFDC (plain text) to Planhat (rich/HTML), then lock the field in Planhat from being edited. If you don't lock it, then when you edit it in Planhat, it can be overwritten by SFDC

  3. If you don’t follow the rules (1 & 2), then your formatting and data may get corrupted as the sync loops it around and modifies it

Work with your CSM/TAM on how to best implement this, but use these rules and all will be good!

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