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Error 'LIMIT EXCEEDED 'Email-to-Case: Errors encountered while processing' received via Email-to-Case

Publiseringsdato: Aug 25, 2023
Beskrivelse

Email to Case (E2C) does not create cases in the org and the Automated Case User receives the following error email:

From: support@salesforce.com [mailto:support@salesforce.com] 
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 the E2C routing or service address.
2. Observe no case is created in the org.
3. Automated Case User receives the above error email.
Løsning

This is a generic error related to an org's configuration and feature limits. Although this error is generic however it is possible that 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. For more, please review Omni-Channel for Administrators.

If the issue started soon after enabling the 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, the user needs to review their Omni-Channel configuration and/or have Email to Case not assign the cases to the Omni-Channel queue right away. What he needs to do is assign it 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 also work in this scenario.

Note: There could be other causes for this error unrelated to Omni-Channel and this is just one possibility to consider when investigating the problem.
Knowledge-artikkelnummer

000387591

 
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