Salesforce Error FIELD_CUSTOM_VALIDATION_EXCEPTION — How to Update the Validation Rule

Issue

A user is experiencing an error when synchronizing events or appointments.

Sample error message from Riva Cloud or Riva On-Premise:

Cause

Error 1:

Salesforce allows specific fields to be validated, but not all fields are available during the synchronization. For error 1, Riva encountered the FIELD_CUSTOM_VALIDATION_EXCEPTION error while updating an Event record. The Salesforce validation rule failed for the field WhoId.

Error 2:

For error 2, Riva encountered [FIELD_CUSTOM_VALIDATION_EXCEPTION] The subject field cannot exceed 80 characters in length...error while updating an event record. The custom field has been set to the 80-character maximum in Salesforce.

Solution

Solution for error 1

Not all validation rules are appropriate for the synchronization process, especially in scenarios where the sync process has no way of knowing the information that is being required. Examples of these are fields that do not exist in a default address book, like annual revenue or the number of employees — these types of fields should not be required for Riva to sync. If Salesforce requires them, they should be left up to the next record editor to complete, or another process should be defined to handle them.

The following solution works for both platforms of Riva (Cloud and On-Premise).

To make a Salesforce field not required during sync:

1. Identify the field that is causing the validation exception.

   The field is named in the error message. In the sample error message 1, it is "WhoId".

2. In Salesforce, edit the validation rule to exclude the validation for the Riva sync user.

   The following example skips the validation rule if the user that has logged in to Salesforce is the Riva sync user 'ivc_interface@invest.com':

   

For further assistance, contact the Riva Success Team.

Solution for error 2

Do one of the following:

• Ensure that the event's Subject field does not exceed the maximum number of characters allowed in Salesforce.

  - Or -

• Increase the maximum number of characters allowed for the custom field in Salesforce.

For further assistance, contact the Riva Success Team.