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Sending e-mail with new comment failed - INVALID_CROSS_REFERENCE_KEY


Sending e-mail with new comment failed:

SendEmail failed. First exception on row 0; first error:

INVALID_CROSS_REFERENCE_KEY, invalid cross reference id: []


1) This error is indicative of a problem with the Organization-Wide Address. One of the following conditions probably exist: 

  • An Org-Wide Address was never set.
  • The Org-Wide Address was deleted and a new one was not selected in the Email to Case Premium Outbound Setup.
Check Setup > Email Administration > Organization-Wide Addresses and verify that each address you are using with E2CP exists and is verified. 

Navigate to the E2CP Outbound Configuration and configure an available Organization-Wide Address.

2) The Contact configured for Contact Substitution is inactive or has been deleted.
  • In the Setup Wizard, make sure that the Contact defined under Global Setup - Contact Substitution is a valid Contact, that is active and has not been deleted.



This issue is due to misconfiguration.

Additional Information

See Salesforce Help & Training for more information about Organization-Wide Addresses.


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