Troubleshooting
It’s possible you’ve accidentally placed multiple Position Detector components on the same page or sub-page, or haven’t set the Navigation Refresh Interval correctly.
- Utility Bar Deployment: If you've added the Position Detector to the Utility Bar, it will track high-level usage across your org. In this case, set the Navigation Refresh Interval to 1000.
- Page-Level Deployment: For more detailed tracking—such as on specific pages, sub-pages, or Flow screens—deploy the Position Detector directly on those elements, and set the Navigation Refresh Interval to 0.
Avoid using both Utility Bar and page-level detectors at the same time, as this will result in duplicate tracking. If you do need both, you can use a Salesforce Flow to remove duplicate Help Interaction records.
In some Salesforce Orgs, hourly tracking may not reflect your local time zone, however, the data captured is still completely accurate. This discrepancy is simply due to how Salesforce reports on the data.
We include a packaged formula field on the Help Interaction object called Hour Created, which is used in the standard reports. This field is fixed and cannot be edited.
If you’d prefer to reflect your own time zone, you can easily create a custom formula field:
- Create a new Number formula field on the ‘Help Interaction’ object (e.g. call it ‘Hour Created – Local’).
- Use this formula: HOUR(TIMEVALUE(iahelp__CreatedDateTime__c)) [+/- OFFSET]. Replace OFFSET with your local UTC offset (e.g., use –8 for PST or +1 for CET). Example for PST: HOUR(TIMEVALUE(iahelp__CreatedDateTime__c)) - 8
- Alternatively, you can apply the time zone adjustment directly within each report.