Sending e-mail with new comment failed - INVALID_ID_FIELD

When adding a comment and sending an email you will receive an error if the following are true: You are 1) using a text or custom HTML type email template, 2) sending an email but not including the Case Contact, 3) have not configured Contact Substitution.

  • Aug 7, 2024
  • Knowledge

Permalink
https://kb.vicasso.com/?kb=000004381
Symptoms
Error: Sending e-mail with new comment failed: SendEmail failed.  First exception on row 0; first error: INVALID_ID_FIELD, WhatId is not available for sending emails to UserIds.: []
Solutions
There is a Salesforce platform requirement that to send an email with a Text or custom HTML type template, you must specify a contact for it to be related to.  You can get around this by using one of the Visualforce type templates that we include.  The caveat with that option is that it will include the Current User as a recipient if the Case Contact is not selected.

Text and custom HTML templates require a Contact while Visualforce templates require either a Contact or User.

Email to Case Premium comes packaged with a configuration option called "Contact Substitution" to work around this requirement. The Contact Substitution setting in the Global tab of Email to Case Premium Setup will take you through configuring the contact.
 
Status
The issue is resolved by setting up Contact Substitution
Additional Information
Title
Sending e-mail with new comment failed - INVALID_ID_FIELD
URL Name
Sending-e-mail-with-new-comment-failed-INVALID-ID-FIELD2