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Error 'FIELD_FILTER_VALIDATION_EXCEPTION' for Email-to-Case with Account Name lookup filter

Publiceringsdatum: Jul 1, 2026
Beskrivning

When a lookup filter is applied to the standard Account Name or Contact Name field on the Case object, Email-to-Case may fail to create new cases when it cannot match an incoming email to a contact and account that satisfy the filter criteria. The Automated Case User (a system user specified in Support Settings) does not typically have a matching account, which causes the filter validation to fail. The following error is sent to the Automated Case User's email:

 

Email-to-Case: Error(s) encountered while processing
The following errors were encountered while processing an incoming email:
FIELD_FILTER_VALIDATION_EXCEPTION : Value does not exist or does not match filter criteria.

 

Lösning


When Email-to-Case Matches an Email to a Contact it's expected behavior for the new case to be populated with a matching contact and their related account record.

When lookup filters have been created and applied to the case object's standard Contact or Account Name lookup fields and the matching or related account or contact records do not match the filter criteria, the case will not be created in Salesforce.

To allow new cases to be created from Email-to-Case adjust the lookup filter criteria to exclude the "Automated Case User" specified in Support Settings.


Add the following additional lookup filters and logic to exclude the automated case user from the lookup filter's requirements:


Keep any current filter criteria you have currently set for the lookup field.

Filter Criteria:
1. Your current lookup field's criteria

Add the following additional filters after your existing filters and substitute <Automated Case User's Id> with your automated case user's record Id. To identify the user's Id see Find the Salesforce ID for a User or profile.

2. Current User: User ID not equal to Value <Automated Case User's Id>
3. Current User: User ID equals Value <Automated Case User's Id>

Filter Logic:
(1 AND 2) OR 3
 
Note: If your current lookup filter has more than 1 criteria you will need to adjust the filter logic accordingly. For example, if the lookup filter already has 3 current or existing filters, your filter logic would need to be adjusted to (1 AND 2 AND 3 AND 4) OR 5.

The added filters and logic will allow the automated case user or user with the Id specified to be created or edited without enforcing the lookup filter. Admins can also set the filter criteria to exclude other users based on desired criteria such as profiles. See the "Profiles in Lookup Filters" section of the Lookup Filter Examples documentation for more sample options.


Considerations: 

  • If the Automated Case User is changed in Support Settings, you will need to also update the lookup filters with the new user's Id.

 

  • The lookup filter conditions will not be applied for the specified user when creating or editing cases in Salesforce. However, the lookup filter conditions will continue to apply for all other users on case create or edit. 
Knowledge-artikelnummer

000394275

 
Laddar
Salesforce Help | Article