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BigTobyDogBigTobyDog 

Case Queue Ownership Notification Email

Got a fun one here!!!

 

When a case owner is updated to a queue, there is a different email notification (perhaps a default one) that goes out to the queue email instead of the template that goes out when the new owner is an individual and you check the checkbox "send email notification."

 

We want that custom template (that is sent out to an individual) to be sent out in all cases.  HOW????

 

Also - this was not happening before - for years actually. Was there a system update that changed this?

 

Thanks!  

 

 

Here is default email that goes out to queues.  

 

 

Subject: Case transferred to you.

 

Case sf-XXXXXXX has been assigned to you. Please click on the link below to view the record.

 

https://na2.salesforce.com/xxxxxxxxxx

Sonam_SFDCSonam_SFDC

Hola,

What you have observed is actually a known issue: Reference number: W-1709940
which is under Review by our team and is listed on our Known Issues: https://success.salesforce.com/issues_view?id=a1p30000000SxivAAC

The above link will be updated with the progress on the fix so you should be able to keep track of this issue.