Print this page

Standard Mobile Field on User records keep reverting to +1 ########## format

Knowledge Article Number 000230469
Description

BACKGROUND:

On User object, there is a standard field called Mobile.  This field displays on User records, as well as on the User's Chatter profile.  Salesforce specifies that if you input a 10-digit phone number, the format will automatically be updated to the (###) ###-#### format. When inputting an 11-digit number, the format will be automatically updated to the +1 ########## format.

 

ISSUE: 

When specific users update their phone number to a 10-digit phone number and save, then overnight the phone number will revert back to the +1 ########## format, even though it is a 10-digit phone number.  It appears the change was made by the User themselves in the Last Modified By field on the User Record.


 

Resolution

This is caused by a feature called SMS Identity Confirmation.  This feature is located in Setup>Security Controls>Session Settings>Enable the SMS method of identity confirmation.

This feature cannot be disabled once it is enabled. When the phone number reverts, it does count as a record edit, and so Validation rules apply. In order to prevent the phone number from reverting to the unwanted format, you can create a validation rule as follows:

1) Go to Setup>Customize>Users>Validation Rules.

2) Click New to make a new rule.

3) Enter a Rule name, and ensure the Active checkbox is checked.

4) In the Error Condition Formula box, enter a formula such as the following: NOT(CONTAINS(MobilePhone,"-"))

5) Enter an Error message, and click Save

 

This validation rule will check to ensure that any Mobile number contains a hyphen, thus preventing the incorrect formula for occurring.  There are many variations on this rule that could work, possibly limiting the length using the LEN() function, or ensuring that phone numbers cannot have a "+" sign, which can be done with this formula: CONTAINS(MobilePhone,"+")

Related To:

Formatting of Standard Phone Field Data type
SMS method of Identity Confirmation





promote demote