Issue: When trying to Retire a Campaign, you see a negative number of 'Total uncalled Prospects' and when trying to "Remove", it seems nothing happens. You may also see the 'Pending Recall' value will include the absolute value of the negative uncalled prospects, but no recalls are visible.
Cause: This issue happens when Campaign Members have been completed outside of a Campaign and the User did not include all Required Fields to mark the Recall as Complete. For Example: A Marketing Opportunity was given a Completed Date outside of the Call Queue and the Completed Reason* Field was left Blank. Both the Completed Date AND Completed Reason are required in order to complete the Recall Action.
Fix: Fill in the Completed Reason* field on the Campaign Member record. This can be done 200 records at a time, manually from a List View. This can be done in larger quantities using the Salesforce Data Loader.
Solution: On the Campaign Members tab, create a New View
Set the List View Filter criteria to:
- Completed Reason 'equals' Blank AND
- Completed On date 'not equal to' Blank AND
- Campaign Name 'equals' "Paste the exact name of your Campaign"
NOTE: You will want to copy/paste the Campaign Name to ensure you are filtering on the correct value. Particularly, if your Campaign Name contains special characters, copy/paste is a best practice to ensure you do not replace a hyphen with a dash, or mis-type other special characters.
Next, Select the Fields to Display in your List View. You will need the Completed Reason to be selected.
Next, select the Campaign Members using the checkboxes of the left side of the List View. Double-click the Completed Reason field and give them all a Completed Reason of “Released.”
Be sure to apply changes to All selected records. And Save.
Return to the Campaign you were working with originally, refresh the Campaign and you should see the negative number change to 0. If you are trying to Retire a Campaign, you should now be successful in retiring the campaign.
*NOTE: When scheduling an Appointment anywhere in improveit 360, the system automatically marks the Completed Reason as "New Appointment."