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No Notifications When Case Owner Field Is Used in Email-to-Case or Case Assignment Rules

Veröffentlichungsdatum: Mar 14, 2023
Beschreibung

ISSUE

As of the Spring '23 release, the Case Owner field was exposed on the Email-to-Case routing address settings page, specifically for the source type of Email-to-Case; previously, the field was only exposed for the source type Outlook, which is used for the Salesforce for Outlook product Create A Case Button.

If the organization has active case assignment rules with email notifications configured, in addition to a populated Case Owner value on the Email-to-Case routing address, the case assignment rules will be ignored.  

As a result, the case will be assigned to the configured case owner via the Routing Address settings; however, no new case notification email will be sent out.

Lösung

Control Email-to-Case email notifications:

  • If the desired behavior is to simply assign a case owner, and no email notification is necessary, use the Email-to-Case value within the Email-to-Case routing address settings.
  • If the desired behavior is to have an email notification email sent out to the new case owner or queue, do not populate the case owner value within the Email-to-Case routing address settings. Instead, control the assignment and email notification via case assignment rules.


 

 

Nummer des Knowledge-Artikels

000381861

 
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Salesforce Help | Article