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Workflow causes Email-to-Case not creating a Case

Дата публикации: Oct 13, 2022
Описание
If you received an error email that looks like this:
 
CANNOT_INSERT_UPDATE_ACTIVATE_ENTITY: A workflow or approval field update caused an error when saving this record. Contact your administrator to resolve it.
 
Решение
The reason why the case is not being created is because the field updates on the workflow rule or approval process is either blanking a required field or it is updating a formatted field such as an email field incorrectly.

This error can also show on field updates triggered by the email that will exceed the maximum character limit of the field being updated. 

Note: Use Debug logs to find the exact field update that causes the error and apply necessary changes to prevent issues. They can check for the following items:
  1. Any field reference that does not have length regulation. This means that the field update will copy the value from field A to field B of any character length. This needs to be updated with control. Example is LEFT(Body, 40). This formula will get only the first 40 chars from the left and will ensure that it is not more than the limit
  2. Field update that conflicts with another automation. When utilizing debug logs, check for any error to other automation. This includes flows, process and apex. The field update may trigger another automation that does update another record which is having conflicts and therefore affecting the entire operation of creating case.

 

Номер статьи базы знаний

000385698

 
Загрузка
Salesforce Help | Article