Email-to-Case: Error(s) encountered while processing - LIMIT_EXCEEDED : limit exceeded
|Knowledge Article Number||000220620|
|Description||Email to Case (E2C) does not create cases in the org and the Automated Case User receives following error email:
From: email@example.com [mailto:firstname.lastname@example.org]
Sent: Tuesday, June 16, 2015 1:02 PM
To: <AUTOMATED CASE USER>
Subject: Email-to-Case: Error(s) encountered while processing
The following errors were encountered while processing an incoming email:
LIMIT_EXCEEDED : limit exceeded
Steps for Repro:
1. Send an email to org's E2C routing or service address
2. Observe no case is created in the org
3. Automated Case User receives the above error email.
|Resolution||This is a generic error related to an org's configuration and feature limits. Although this error is generic however it is possible one of the underlying causes is tied to org using Omni-Channel, a new Summer'15 Beta feature. This feature allows orgs with routing incoming work items including cases, phone calls and others to available agents. And this feature also has set limits. Read more about Omni-Channel here:
If the issue started soon after enabling Omni-Channel feature in the org, then that could be the root cause. Essentially, due to specific Omni-Channel queue limits, some triggers, workflows or assignment rules may not be able to kick in to add work items to the queue and hence case creation fails. In order to fix the issue, user will need to review their Omni-Channel configuration and/or have Email to Case not assign the cases to the Omni-Channel queue right away but instead assign them to some kind of holding queue, and then use some manner of Scheduled Apex or Time Based Workflow Rules to try to assign them to the Omni-Channel queue shortly thereafter.
One issue also seen with email to case and Omni-Channel is that if the incoming email causes the maximum number of queued, but not routed records to exceed the default of 1000 the case creation fails. The workaround previously suggested should help this issue
Note: there could be other causes for this error unrelated to Omni-Channel and this is just one possibility to take into account when investigating the problem.