Salesforce and Box integration

We have our custom and standard objects linked to Box to create files and folders related to the salesforce record in Box . Recently our users are have been facing duplicate folder issues for months now. The error message is as below

Sorry, there was an issue with processing this request.
Unable to determine Box folder id for the current record. Error Details: Multiple Box folder ids found for Salesforce record

the problem is it happens randomly on certain records for standard and custom objects. there is no way to reproduce this error . I have a box support ticket open but has not been helpful . How do we go about resolving this one. As a salesforce admin I have to go into the frup entries and delete the duplicate records and the duplicate box folder. But that is not a feasible solution assuming we get 5 issues every week.

any suggestions would be very helpful here

Meenal

September 06, 2022 16:08

Hi Meenal,

Welcome to the Box Community! I'm happy to help.

This would be something our Box Support team would like to discuss with you and may require specific account information. I've gone ahead and created a ticket for you so that an agent can work directly with you on looking into this.

Please check your email for details and updates. Thanks for your patience!

Best,

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