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Unable to transfer Cases when notify user is checked

Knowledge Article Number 000002768

User cannot transfer cases when the notify new owner is checked.


When changing ownership of a case, you can configure Salesforce to send an email template to the new owner. If template is saved on a Folder that the user changing ownership doesn't have access to, this will result in an error message when trying to change ownership.

To confirm whether the user has access to the folder where the email template being sent is stored, follow these steps:

1. Click on Your Name | Setup | Customize | Cases | Support Settings

2. Click on the template used for the "Case Assigned Template"

3. Click the Folder name

4. Click Edit next to the Folder name

5. At the bottom of the page, you can configure the sharing for this folder. Make sure to include the affected user on the "Shared to" field.



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