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Brent Carlton 1Brent Carlton 1 

Fast Lookup fails on custom email fields

We have two custom email fields on our Contact object.  I've created a simple flow triggered by process builder to used a web-to-case email address to find all occurances of that email address in one of those fields.  The flow works as follows

1)  Fast Lookup on Contact using the Web Email address to match against an email field. 
2)  Loop and Assignment elements to count the number of occurances
3) Update element to  write out the number of occurances to the Case record. 

Here's the problem.  This works perfectly if the Fast Lookup is checking the standard Email field on the Contact.  However, if I search on a custom email field, the flow fails:  
 
FAST LOOKUP: Find_Person_Account_Matches
Find all Contact records where:
Email_2__c Equals {!WebEmail} (test@email.com)
Sort records by: LastName (Ascending)
Assign those records to {!EmailMatchesFound}.
Save these field values in the variable: Id, IsPersonAccount
Result
Failed to find records.

I have two versions of this flow that are identical except for the field that's being searched.  

(Yes, we're using Person Accounts, but the behaviour is the same if the contact is not a person account.)

Is there any good reason why flow would treat a standard email field differently from a custom email field?

Thank You. 
 
Serena SchultzSerena Schultz
Brent - I am having basically the same issue but with text fields which hold unformatted phone numbers. One is from a managed package and is set as an external ID - works perfect. The second is a custom field which is exactly the same except is it not set as an external ID field.

Any chance your standard email field is set as an external ID and the other isn't? Knowing if that is part of your issue might help me with mine...

Serena
Brent Carlton 1Brent Carlton 1
Serena - I don't belive it's possible to make the standard contact email field and external ID.  So the answer to your questions is 'no'.  However, I did find that I was not able to replicate this error in another sandbox.  If you have more than one sandbox, I'd suggest you see if the behaviour continues there. 
Brent 
 
Serena SchultzSerena Schultz
Fair point. My issue is happening in a production instance so I'll need to address it where it currently is. Thanks for your response!