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Shannon.ax1730 Validation error on response email
I have a validation rule setup so the user cannot close a case if a certain field is not filled in:
AND(ISPICKVAL(How_was_the_delivery_receipt_signed__c , "BOL Signed Clear"), NOT(ISPICKVAL(Status,"Closed")))
It works fine when the case is created and an email is sent from the case. However, I receive a validation error when an email response is returned:
The following errors were encountered while processing an incoming email:
FIELD_CUSTOM_VALIDATION_EXCEPTION : Close your case when BOL is signed clear
How do I stop the validation from running after the case is closed?
Thanks for your help!
Shannon
Is the email response instantaneous (i.e., coming back before you've had a change to close the case)? Also, do you have other case closed status values besides just "Closed"? Your rule is correct and should not run if the case is closed. I'm thinking this is a timing issue. Can you put another "switch" in your rule that gets set once the outbound email is sent? Something like a check box that gets checked when the email is sent out and effectively turning off the validation rule so that it doesn't fire on the email response.