Troubleshooting

Check these in order:

1. Challenge status: Rules only fire when they are part of an Active challenge. Verify the challenge is not in Draft, Paused, or Ended status.
2. Rule status: The rule itself must be set to Active. Deactivated rules are ignored by the engine.
3. Trigger type: If the rule uses Create, it only fires on new records. If it uses Update, it only fires on edits to existing records. Make sure the trigger type matches the action you expect.
4. Conditions: Open the rule and review each condition. Are field names correct (including API names for custom fields)? Are picklist values case-sensitive matches? Is the operator appropriate for the field type?
5. Salesforce Object: The rule’s object must match the record type being created or updated. A rule on Opportunity will not fire when a Task is created.
6. Registered object: Opportunity, Lead, Task, and Event work out of the box. Any other object must be registered and toggled on under Novigem Admin → Settings → General → Tracked Objects, and it needs a record-triggered Flow that calls the Evaluate Record with Novigem action. See Gamify a new object.
7. Licence and permission set: The user who should earn the points needs the Novigem User permission set and a Novigem licence. Users with a permission set but no licence are skipped during rule evaluation.

Tip: Check the Ledger to see if entries are being created. If nothing appears, the rule conditions are likely not matching.

Novigem uses dedupe keys to prevent duplicate awards. However, there are cases where multiple entries are expected:

• Different rules, same record: If multiple rules match the same record update, each rule creates its own ledger entry. This is intended behavior.
• Recurring challenges: When a challenge period resets (weekly, monthly, quarterly), the dedupe key resets. The same record-rule combination can award points again in the new period.

To investigate, check the Rule__c field on each ledger entry. If different rules are firing, review whether you have overlapping conditions that should be consolidated.

The Actor Mode on the rule determines who receives points:

• Record Owner: The user in the OwnerId field
• Last Modified By: The user who made the edit
• Created By: The user who created the record

Common cause: A rule is set to Record Owner, but someone other than the owner updates the record. The owner gets the points, not the person who made the edit.

Fix: To reward the person performing the action, change the Actor Mode to Last Modified By.

Note that system-level updates (workflow rules, Process Builder, flows) set Last Modified By to the running user context, which may be an admin or integration user.

If a challenge shows no progress even though you expect rules to be firing:

1. Rule not linked: Open the challenge and check the Linked Rules section. The rule must be explicitly linked to the challenge. Creating a rule does not automatically associate it.
2. Date range: For Timebound challenges, rules only contribute to progress between the start and end dates. Activity outside this window is not counted.
3. Challenge not Active: Challenges in Draft, Paused, or Ended status do not track progress.

The Applies to control is hidden entirely until at least one Salesforce Public Group has been added on the Teams card in Novigem Admin > Settings > General. It is not missing, it has nothing to offer yet.

Most orgs have many public groups that have nothing to do with Novigem, so participation is opt-in rather than a list of all of them.

1. Create the group in Setup > Public Groups if it does not exist. Novigem does not create them.
2. Add it on the Teams card.
3. The Applies to control appears on the challenge builder.

A challenge with no team applies to everyone, which needs no configuration at all.

Expected, if the rule belongs to a challenge. The challenge’s team decides who takes part and the rule’s own team is ignored, including when the challenge is organisation wide.

So a rule scoped to Sales, attached to an org-wide challenge, applies to the whole org.

Scope the challenge instead. A rule that belongs to no challenge does fall back to its own team.

The alternative, applying both, fails in a way nobody can diagnose: a rule scoped to Sales under a challenge scoped to Customer Success would qualify nobody at all, with no error and nothing on screen to explain it.

This is by design. Team membership in a battle is resolved at scoring time, not at the start of the battle.

• Someone joins mid-battle: they contribute their points from the whole battle window, not just from the day they joined. The side’s score jumps the moment they are added to the Public Group.
• Someone leaves: they stop contributing entirely, including the points they earned while they were a member. The side’s score drops.

With Average per member scoring, the member count changes as well, so the average moves even when the joiner or leaver has few points.

The group as it stands at scoring time is the team that competes. If a score moved unexpectedly, check the Public Group’s membership history rather than the ledger. See Head-to-head battles.

1. Page layout: Components must be added to Lightning pages via Lightning App Builder. See the Components Guide for placement instructions.
2. Permissions and licence: Novigem ships three permission sets: Novigem User, Novigem Manager, and Novigem Admin. Every user who earns or views points needs Novigem User plus a Novigem licence, because a permission set on its own is not enough. Managers need Novigem Manager in addition to Novigem User to see Team Pulse. See Permission sets.
3. Browser cache: After deploying new page layouts, users may need a hard refresh (Ctrl+Shift+R / Cmd+Shift+R) to see updated components.

Leaderboards rank users by total points earned within the active challenge. If rankings seem wrong, check:

• Are all relevant rules linked to the challenge?
• Do some rules award more points than others? A rule awarding 10 points contributes more than one awarding 2.
• Is the user enrolled in the challenge?
• For Recurring challenges, rankings reset each period.

The isChanged operator only works with Update triggers. It compares old and new field values. Common issues:

• Wrong trigger type: If the rule uses a Create trigger, isChanged will never match because there are no old values to compare.
• Value format: Set the value to "true" (the field must have changed) or "false" (the field must not have changed).
• No actual change: If a user saves a record without modifying the field, isChanged returns false. This is expected behavior.
• Prior Record not mapped: On a registered object driven by a Flow, Novigem works out whether a save was a create or an update from whether Prior Record was passed. If the Flow action leaves it blank, every save looks like a create and isChanged never matches. Map Prior Record to {!$Record__Prior} on the Evaluate Record with Novigem action.

1. Nightly job never scheduled: Coaching signals are produced by the Nightly Maintenance job. Go to Novigem Admin → Settings → Scheduled Jobs and schedule it. Until it is scheduled, no signals exist at all.
2. Run Now does not generate signals: The Run Now button on that screen only resets recurring challenges. To produce signals on demand, use Run analysis now on the Team Pulse tab. That action needs the Novigem Admin permission set.
3. A quiet feed is normal: Signals are only raised when a rep’s recent activity differs from their own history. When nothing is off, the card stays empty by design.
4. New users have no baseline: Signals compare each rep against their own past activity. A rep who just started has nothing to compare against, so no signals are generated for them yet.

Coaching signals are rule-based, not AI. Novigem compares each rep to their own history using fixed thresholds, so the same inputs always produce the same signal. See AI reference.

An empty Team Pulse is almost always a data problem, not a component problem:

1. Manager field is blank: Team Pulse builds the team list from the standard Manager field on the Salesforce User record. If the manager’s reports do not have that field pointing at them, the screen is empty. Populate it in Setup → Users.
2. Novigem Manager not assigned: The tab needs the Novigem Manager permission set, assigned in addition to Novigem User, not instead of it. See Permission sets.
3. Reps are unlicensed: Users with a permission set but no Novigem licence are skipped during rule evaluation, so they have no points or activity to report. This only bites in production, where licences are assigned per user. Sandboxes license everyone by default. See Assign Novigem licences.

Objects beyond Opportunity, Lead, Task, and Event need both a registration and a Flow. Work through this list:

The last one is a common cause of silence: Record Owner reads OwnerId, and objects without an owner, such as master-detail children, award nothing. Use Created By or Last Modified By on those objects.

Registering an object deploys metadata, so it also needs the Customize Application permission.

Full walkthrough: Gamify a new object.