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Major1507 Is there a way to send email notification to just the Queue Manager if the Case owner is not changed from a Queue to a User?
Here are the Details of the requirement:
1) Create new case and assign to queue
2) Either a member of the queue or the queue manager changes the case ownership from the queue to a specific user/member of the queue
3) If after 24 hours from case creation, the case is still owned by the queue, send a notification to the queue manager
4) Queue manager changes ownership of overdue case from queue to queue member
1) Create new case and assign to queue
2) Either a member of the queue or the queue manager changes the case ownership from the queue to a specific user/member of the queue
3) If after 24 hours from case creation, the case is still owned by the queue, send a notification to the queue manager
4) Queue manager changes ownership of overdue case from queue to queue member
Please go through the below which is similar to your requirement,
https://success.salesforce.com/answers?id=9063A000000pHnpQAE
https://success.salesforce.com/answers?id=9063A000000lLp6QAE
https://success.salesforce.com/answers?id=9063A000000svC9QAI
I hope you find the above solution helpful. If it does, please mark as Best Answer to help others too.
Thanks.
Thank you for your reply. All these links mention when to send the email alert.
I'm aware of that, I need help in sending the email just to the Queue Manager and not all the members of the Queue.
Thanks