You need to sign in to do that
Don't have an account?
Ty Whitfield
Web-To-Case Working Intermittently
We have been using the WebToCase Servlet (https://www.salesforce.com/servlet/servlet.WebToCase?encoding=UTF-8) using ASP.net for years now. Today we noticed an issue where some cases are not coming into Salesforce. It works for some contacts within one account but not others within that same account. Both accounts are active and we have received cases from both emails previously. Suddenly, they've just topped working.
Does anyone have an idea on where to begin to look to resolve this issue?
Does anyone have an idea on where to begin to look to resolve this issue?
My advice would be:
1. create a vanilla HTML form: Setup > ... > Web-to-case. Test it under controlled criteria. Compare the vanilla HTML form to your existing form to find differences (javascript validations, hidden fields?) that may explain the issue. Write down all details regarding the failed cases and find a pattern that you can follow consistently.
2. Have you recently add or modify Case record types?. Check if there are multiple case record types in the org, and make sure you add the following to the code in the HTML form: <input type=hidden name="recordType" id="recordType" value="012xxxxxxxxxx">
Please share the HTML code if necessary.
This is a starting point, please keep me in the loop for further details.
Good luck,
David