| Status | In Progress | Related work item | MIC-4283 |
| Description | For cases created via Email-to-Case, users cannot clear or update the Requester field in the Accounts tab on a Case record. This occurs only when ContactId is populated on the Interaction, which happens when Email-to-Case finds and matches the account using the Account.PersonEmail field. When ContactId is populated on a case, removing the account is ineffective because Salesforce automatically adds it back by copying the contact's related account to the AccountId field. To remove the account, you must remove both AccountId and ContactId at the same time. The Account Search v3 UI does not clear ContactId, so it cannot remove the account from these cases. | | |
| Affects version(s) | Medical Information Cloud Spring '23 or newer | Impacted capabilities | Inquiry Management |
| Steps to reproduce | 1. Ensure your org is configured to use Email-to-Case and Account Search v3 UI. 2. Populate the PersonEmail field in an account. 3. Create a case via Email-to-Case by sending an email from an address that is stored in the Account's PersonEmail field. 4. Click the search icon next to the selected Requester to open the Accounts tab. 5. Users are unable to clear or update the Requester field. | | |
| Workaround | Create a fast field update flow to clear (set null) Case.ContactId whenever AccountId changes. | | |
| Fix version | | Resolution notes | |