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Filtered Asset Lookup returns no results on Case record creation

Udgivelsesdato: May 22, 2026
Beskrivelse

When the Asset lookup field on the Case object has a Required Lookup Filter applied with the criteria 'Asset: Account ID EQUALS Case: Account Name ID', no Asset records appear in the lookup results when creating a new Case record. This occurs because the Account Name (Account ID) field is only populated after the Case record is saved, not during Case creation.
 

## Example Scenario


1. Create an Account Record, 'Acme'

2. Create a Contact Record under 'Acme', let's say 'John Doe'

3. Create 2 Asset Records under 'Acme', call them 'Asset1' & 'Asset2'

4. Go to:
 
Classic: Setup | Customize | Cases | Fields | Click on the Asset lookup field | Edit | add a required filter with the following Criteria Asset: Account ID EQUALS Case: Account Name ID | Save

Lightning: Setup | Object Manager | Cases | Fields & Relationships | Click on Asset lookup field | Edit | add a required filter with the following Criteria Asset: Account ID EQUALS Case: Account Name ID | Save

5. Set Field Visibility for the 'Account Name' field to Read Only by going to:
 
Classic: Setup | Customize | Cases | Fields | Account Name | Click on Set Field-Level Security

Lightning: Setup | Object Manager | case | Fields and Relationships | Account Name | Click on 'Set Field Level Security'

6. Now , go to the Account record 'Acme' logged in as a standard user.

7. Scroll down to the Cases related list | Click 'New Case'

8. Notice that the Contact field is blank AND the Account Name is Read-Only i.e. Acme.

9. Click on the Asset lookup Magnifying glass and you'll see no record show up under recently viewed.


Expected Results:  The 2 Asset records i.e., Asset1 and Asset2 are expected to be returned since they match the Filter Criteria.
 

Løsning

This particular circumstance working as designed.


The Account Name or in this case the Account ID is only made available for the lookup filter AFTER you save or commit the case record which explains why a user would not see relevant records despite a match.

See the Case Fields documentation where this behavior is implicitly stated, "Name of the account associated with a case’s contact. The name is added when you link the case to a contact and save the case. When updating a case, you can add a different account."
 

Admins may consider implementing the following workaround:

1. Grant Edit Access on the 'Account Name' field for the affected user's profile.

2. Save the Case Record and then access the Asset Record Lookup, to locate and attache the desired results.

3. Make the filter optional, this would allow the user to search for the records and select it despite there being no match for the actual lookup filter itself.



 

Vidensartikelnummer

000384131

 
Indlæser
Salesforce Help | Article