Can you make the "Send Notification" checked by default when the new owner is a queue?
|Knowledge Article Number||000186982|
|Description||When the new record owner is a queue, you cannot check the "Send Notification" check-box by default.|
WORKAROUND: Create a workflow rule on the Case or Lead object(s) to trigger every time a record is created/edited with the following formula syntax as the trigger criteria:
LEFT(OwnerId, 3) <> "005")
This says that when you re-assign a Case or Lead record, AND the owner is not a user (i.e a Queue), the workflow will trigger (since all user ID's start with "005").
Then, create an email alert (using the same notification template as in your Case/Lead settings) to be sent to the Case Owner (which will be the queue).
**NOTE: the only downside to this work-around is that if a user checks the "Send Notification" checkbox when assigning a case to a queue, the members will receive both emails (1 from the email alert, 1 from the case notification feature).
Reference and Vote! for this posting on the Idea Exchange: Add option to default "Send Notification Email" to checked when changing owner